Artificial Intelligence and Automation
ARTIFICIAL INTELLIGENCE BASED PROCESS AUTOMATION OF CUSTOMER SERVICE TASKS
We deliver a range of automated processing and self-service options for contact centres using artificial intelligence (AI), natural language processing (NLP) and robotic process automation (RPA).
Regardless of the customer’s communication channel, be it email, chat, social media, text or voice, our intelligentResponse module can be set up to interpret, respond to and process customer requests automatically.
Automate two way, multi-stage ‘natural’ conversations, authentication and other tasks via pre-defined business rules, such as account changes; refunds; password resets; distributing brochures; debt collections.
Our clients have decreased the volume of inbound emails requiring agent assistance by 30% by simply identifying and automating address and subscription changes.
Easy to use configurable workflow process tool.
Meanwhile, the module identifies more complex tasks where human input is required, and via the routing engine, delivers these to the most appropriately skilled person. The platform’s AI then identifies multiple streams of relevant contact and customer data and presents this to agents in one simple unified desktop view. This allows agents to respond faster and more accurately while delivering an enhanced experience.
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