The complexity of organizing the customer service center has intensified over the last years. Customers nowadays expect and demand assistance instantly. Our solutions react to this by improving the speed and accuracy of customer interactions by deploying Artificial Intelligence supporting service agents while maintaining a personal touch.
Get real-time insights in the topics your customers ran into. Know who, when, where and why your customers get in contact with the customer service center. Enable yourself to tackle the most occuring problems in your general communications or educate and train your agents in providing the perfect answers.
Adjust your capacity planning based on predictecd peak times resulting in decreasing waiting times and adjust the skill set of your agents based on predicted incoming questions and topics.
Never loose the knowlegde built up by your service agents and overcome the problems that come with high employee turnover. The collective memory contains all historical converstations and capture all the knowledge created by your service agents. Let your service agents learn from each other and automate repetitive questions.
The solution is analyzing the incoming questions in real-time and is assisting the service agent with suggested answers by predicting the most similar question in the collective memory and is suggesting the best matching answer ever given by a colleague. Safe time, decrease the number of interacions per conversations and provide your customers with the most quick and accurate service.
HUMAN IN THE LOOP
Based on the feedback service agents provide to the collective memory by accepting, adjusting or rejecting the suggestive answers become smarter over time. This continous learning will truly surprise you.
GET A GRIP ON CONTEXT
In contrast to traditional chatbots the collective memory doesn't have be programmed, it can learn on it's own and is able to understand the context of the situation. Remaining the personal touch while speeding up the process is what really makes this solution unique.
Get in contact with our Business Development & Solution Expert