While some conversations can be handled by a chatbot, most are too complex.
Context matters, and so do rules.
Customers, suppliers and staff don’t always know what they want.
They need help assessing their situation, analysing their needs or diagnosing the root cause of their problem.
As a result, you are forced to make trained staff available, at a high cost per conversation.
A Virtual Agent can automate your process-heavy, context-rich conversations at the level of a human expert. This frees your live agents to focus on the conversations where they can really make an impact.
Conversational and Generative AI powered Digital Assistants (chatbots) are specialists at providing specific informational answers and triggering specific system actions. Vital when speed to answer really matters.
“What phone has the best camera?”
“Can I use my personal loan to pay off my car?”
Conversational Process Automation powered Virtual Agents are specialists at resolving operational requests, queries and disputes. Vital when contextual advice, consistency, compliance and accuracy matters.
“What loan is right for me?”
“Why is my bill so high?”
Human Agents are specialists at handling the lower volume/higher value relationship building and saving conversations. Vital when emotions are involved and ‘making a connection’ matters.
“I have had enough. I want to cancel my contract?”
“I am not sure. Will need to think about it”
Improved call deflection and lowered resulting call volumes
Increased number of queries resolved first touch
Reduced total cost to sell and serve
Improved customer satisfaction and brand loyalty
Increased time for human agents to have meaningful conversations
Improved customer service consistency and compliance
Improved ability to respond to volume spikes
Improved query resolution insights and reporting
Top Affiliate Technology Alliance Partner (EMEA)
Showcased as one of six African innovations
Top AI Innovation in Contact Centre Industry (Africa Region)
IBM African Finalist
High-Impact Entrepeneurs
Top Innovation in Contact Centre Industry