Encourage Customers To Embrace Self-Service Option
Provide accurately predicted customer issues and contexts so as to reduce customer effort on self-care channels. Enhance customer experience by enabling self-care channels to proactively address predicted customer issues in quick time. Make interactions with bots and other virtual agents more relevant and contextual as against generic and insensitive responses. Smarter and proactive self-care reduces the number of calls to agents thus saving on call centre expenses.
Be aware of customer issues before they snowball
Leverage AI to accurately predict issues likely to be faced by customers thus reducing Average Call Handling time as well as Customer Effort Score. Equip agents with next best actions to address these issues for reducing response time and improving FTR. Plug in Retention Accelerator AI if you wish to get churn risk alert and recommended actions like offers for agents to win back customers.
Interact with customers using proactive insights
Get unified and updated customer intelligence across customer care touchpoints to provide a seamless experience. Proactively reach out to customers based on the predicted issues and make use of AI-recommended channels for extending assisted care to each customer for resolving those issues more effectively. Plug in the Resolution Accelerator AI to trigger the next best actions to resolve customer issues quickly.
CUSTOMER SUCCESS
Enhance productivity and performance of customer care agents with AI-based offer recommendations
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85%
reduction in agent turnaround time
Key Capabilities
Context Discovery
Real-time prediction of the context of the customer interacting over assisted and unassisted care based on the customer’s own data, that of peers and past interactions.
Next Best Channel
Channel affinity scores for each customer based on his/her interaction history, device profile, usage contexts, etc.
Issue Prediction
Actionable Insights on custsomer issues based on customer’s historical and recent usage as well as past interactions over care touchpoints.
