WE PROVIDE OMNICHANNEL CONVERSATIONAL INTERFACES FOR YOUR CUSTOMERS AND COLLEAGUES
● Internal chatbots for HR / IT service management and wellbeing + training● External chatbots for your customers to engage to ask common questions, facilitate self-service, or speak with your agents via live chat
With our implementation accelerators, we can create a new, bespoke chatbot solution for your organisation or extend the capabilities of an existing chatbot solution you may already have in place.
Our implementations can achieve 99.8% accuracy of understanding your customers questions, achieved through our ongoing enhanced natural language model training.
Ongoing conversation insights provide live telemetry of key contact drivers and chatbot conversations most likely to require escalation to a human.
PROVIDE A SEAMLESS HANDOVER TO A HUMAN AGENT FOR COMPLEX QUERIES
With a primary goal of deflecting common queries from your contact centre, sometimes more complex queries or simply customer preference require the need to escalate to a human agent.
Our solutions enable in place escalation on any customer channel to empower your agents to engage with your customers with full conversation context.
With our personalised agent dashboard, we can enable real-time translation to enable you to centralise your contact centre operations and communicate with customers in any language.
To reduce agent training time and offer a more consistent customer experience, we offer advanced AI capabilities where suggested responses to a customer query are presented to your agents instantly to select from.
EXTEND YOUR CUSTOMER SELF SERVICE REACH AND AGENT EFFICIENCY
Using the latest industry technology from key partners, we can not only signpost customers to answer for common queries – but enable them to achieve an outcome from a conversation by integrating with your core systems. This can be through existing interfaces such as CRM system API’s or fulfilled by our Robotic Process Automation (RPA) expertise to enable integration into almost any system.
The agent dashboard can present key information from your internal systems such as CRM with key customer attributes automatically extracted from a live chat conversation.
When it’s time for an agent to wrap up a conversation and perform post conversation tasks, our RPA expertise can accelerate your closure times through seamlessly integrating with multiple screens and systems on behalf of your agents.
Chatbot technology has been crucial for helping our customers continue to deliver high quality customer service whilst dealing with common challenges such as increased customer demand, and reduced capacity to manage customer queries.
Utilising Twilio Flex, we can integrate your Chatbot with existing systems such as Salesforce or Zendesk.
In this 4 part series, we explore some of the challenges faced within call / contact centres and how chatbot technology can help alleviate some of these challenges and provide you with additional customer insight and increased customer satisfaction.