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Within the Reply Group, Cluster Reply has specialised in Microsoft technologies and applications, and with 12 Microsoft Gold competencies, it has been supporting its customers as partner since 1996 in taking advantage of the latest Microsoft technologies. Cluster Reply is a leader in the areas of Microsoft business intelligence, CRM, the Internet of Things (IoT), collaboration, cloud, and mobility.
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Cluster Reply supports automotive companies in enhancing the customer service experience by the development of chatbot solutions that are connected with CRM and CIC systems and can seamlessly interact with call center agents. Customers enjoy the premium service of being able to instantly arrange service appointments, obtain information about their cars, buy accessory or ask for help in case of a breakdown or accident – all that 24 hours a day, seven days a week by simply using their preferred Messenger. Using smart analytics, the systems determine the best offers with respect to the individual customer and the actual communication parameters. For the automotive companies these solutions are an instantly available and cost efficient way to reduce call center times, increase customer satisfaction and create upselling potential.
Today, customers expect instant solutions for most of their daily tasks. They are used to go shopping or book restaurant tables on the internet. They are no longer willing to leave their workplace in order to make a private call and spend time in a call center wait loop. At the same time, an app fatigue has set in. People just don’t need more apps, and the apps they already have are more than suitable for most functions. Messaging apps have surpassed social networks in usage and are being used by all age groups and not just millennials. The challenge for automotive companies is to be where their customers are. Interactions should be instant and downloading an app acts as a barrier.
With Cluster Reply’s integrated chatbot solutions the customer can simply use his preferred messenger, choose the bot in his or her contacts and write a message. The chatbot service uses natural language processing and is therefore able to understand and evaluate the user input. It detects language, sentiment and the topic of the input. It has access to CRM profile information of the user, the CRM knowledge base and other service related systems. Based on all the available information an algorithm determines the best answer. The chats are stored and the algorithm is trained based on the user feedback. Using machine learning, not only the primary customer question can be answered but also individual additional offers can be determined.
The chatbot can autonomously handle cases, for example the arrangement of a service appointment, or forward the case to an agent. If a case is forwarded, the agent can continue the messenger chat or start a skype call. The solution automatically creates a case, an activity and a transcript of the chatbot conversation in Dynamics CRM. Individual offers that have been provided autonomously by a bot, can be seamlessly used in the contact center channel without losing valuable information about the customer - simply by using Skype for Business and Dynamics CRM.
Finally, the solutions enables the automotive companies to analyze contact center and bot activities in order to get insights about efficiency and customer satisfaction. The bot analytics dashboard gives meaningful insights about customer inquiries and how they could be turned into upsell opportunities.
Cluster Reply offers end to end chatbot solutions based on Microsoft Dynamics CRM, Microsoft Bot Framework, Azure Machine Learning Services, Power BI, Skype for Business and Cortana Intelligence Customer Insights. The solutions are cloud based and can be easily rolled out to various local markets.