Chat Bots and Voice Bots
Let chat bots and voice bots handles non complex issues and direct the most complex conversations towards an agents if necessary. This will flatten call peaks, provide efficient 24/7 self service while reducing operational cost.
Route calls and requests to the best handling agents through an agile balance. This is called intelligent routing and it helps resolve call churns and abandons as agents handling customer has business knowledge and awareness. It increases customer satisfaction.
End to end machine learning
Fully automated processes that translates customer messages to intents. This helps categorize data, enables predictive engagement and analytics towards handle time or transfer rate while taking into consideration business processes.
Unique set of algorithm that merges with external mechanism in order to read patterns, external data analytics to promote actionable suggestions.