Combine AI and data to handle the beginning of every
interaction with customers. Use AI logic to determine the
most valid call routing path within a conversational workflow
and create a rich AI experience for each individual customer.
Let Conversational AI answer the more straightforward
questions that customers have. Only route customers
to agents on their request or when AI capabilities
have been exhausted.
Improve productivity and avoid repetitive interactions by
implementing self-service AI virtual agents that can lead
customer support activities. AI decision-making logic can
route a call to humans based on characteristics such as
sentiment and keywords.
Find out where your agents are successding while
identifying coaching opportunities. Gather intelligence
from each interaction to build a customer profile meant
to drive more personalized engagements in future
interactions. Make use of historical and real-time data
points to implement enhanced customer service.