Enhance Customer Care With Conversational AI
Minimize the number of customer support tickets and by utilizing chatbots and voice bots powered by artificial intelligence (AI) to address a majority of inquiries. For remaining issues, direct customers to live agents through various channels, including web, messaging, and voice.
Assisting Customer Care In Emerging Markets On Their Journey
Leverage The Power Of AI Assistants To Answer Queries
Utilize AI-powered assistants to respond to customer inquiries. These assistants can automatically determine the intent behind the customer question and provide precise answers immediately.
Make Call Centers More Efficient
Enhance the efficiency of call centers by implementing voice deflection to divert customers from making calls. This results in improved efficiency, faster fulfillment, and higher customer satisfaction (CSAT) ratings.
Resolve Repetitive Issues At scale
Automate the process of managing online and social reputation by leveraging technology. Automatically analyze the sentiment of customer feedback and respond appropriately to social media mentions, while also directing complex issues to live agents for resolution.
Automate Online & Social Reputation Management
Automate the process of managing online technology. Automatically analyze the sentiment of customer feedback and respond appropriately to social media mentions, while also directing complex issues to live agents for resolution.
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To facilitate effective and efficient resolution.
Enhance Your Agent Experience With A Unified Inbo
Collaborate To Resolve Multifaceted Issues
Facilitate the resolution of complex customer issues by enabling agents to work collaboratively as a team. They can request assistance, use canned responses, or transfer inquiries to other team members who are better equipped to handle the complex queries.
Empower Agents With A Single Unified Inbox
Provide agents with a unified inbox to enhance their capabilities. This enables streamlined management of omnichannel conversations from various sources like social media, website, and messaging platforms. As a esult, agents can communicate more efficiently and provide faster and more relevant responses to customers.
Boost Productivity With Real-Time Data Assistance
Improve productivity by providing agents with real-time assistance. This includes access to the customer’s historical conversation feed, enabling agents to gain context into the customer journey. Additionally, agents can analyze customer sentiment and scan for similar queries to facilitate effective and efficient resolution.
Relevant Recommendations
Deliver Intuitive Self-Serve And Relevant Recommendations
Make Customer Support Self-Serve
Enable customers to help themselves through self-service support options, available 24/7. This reduces the cost of operations while maintaining the quality of support provided to customers.
Turn Customer Care Into A Revenue Center
Transform support into a revenue-generating center by offering relevant upsell and cross-sell recommendations to customers. These recommendations as intent and profile, creating sales opportunities for the business.
CSAT With First Contact Resolution
This can be achieved by prioritizing and automating assignment, and intelligently routing queries to the most appropriate agent based on various factors such as query type, content, customer type, source, and more.
Get Answers
Frequently Asked Questions
Is conversational support effective in boosting CSAT scores?
Yes, it is. Conversational support provides customers with faster resolutions to their queries, reducing wait times significantly. Based on a customer survey, we observed an average increase of 15.67% in the CSAT score after implementing conversational support.
On which channels can conversational support be implemented?
Conversational support can be offered across various messaging and communication channels. Some commonly used channels for conversational support include voice, WhatsApp, website, app, and email.
In what ways can conversational support benefit the banking industry?
Customer support represents a significant portion of operating costs for banks. However, with conversational support, up to 85% of banking support can be automated. Major banks are using popular use cases like blocking credit cards, downloading statements, and reversing payments to streamline their support operations.
Our contact center is experiencing high call and chat volumes. How can your solution assist us?
Our solution can effectively automate responses to routine queries, managing up to 80-90% of the incoming volumes. Moreover, during peak hours, our engine can prioritize queries and route them intelligently to available agents based on predefined criteria, resulting in efficient resolutions and minimized customer wait times.
What are some instances of conversational support being used in the Direct-to-Consumer (D2C) and eCommerce industry?
In eCommerce, common use cases include checking shipping status, offering live assistance on the website or app, facilitating returns and refunds, and more.
