Our multi-part solution aims at AI-infused automation (Emails), Conversational AI (Chatbots), and Analytics & Mining Touchless Automation Miner to improve operational excellence, enhance customer experience, and optimize costs.
Contact centers play a vital role in the Customer Journey objectively delivering the best customer experience and brand representation. Most customers expect a seamless customer journey across assisted and self-service channels and prefer email channels over other platforms. Email channels get tedious with a large volume of emails making it hard for the employee. Meeting the customers’ expectations and satisfying them requires shorter call times, quick ticket handling, and minimizing ticket issues. When the challenges are resolved, customer experience increases, paving the touchless customer journey.
Contact Center Intelligence is a multi-part solution focused on AI-Infused Automation, Conversational AI, and Analytics. Our solution works cross-functional to grow the business, improve operational excellence, optimize costs, and enhance customer experience. AI-Infused automation helps in email classification, ticket creation, and routing cases to customer requests. Chatbots elevate the customer experience with instant responses to customer requirements. Touchless automation miner helps monitor the process and provide complete visibility of the Customer’s journey.
AI-Infused Automation (Email) addresses the fundamental problem of handling a high volume of emails of contact center agents at scale driven by ML-Model-based email classifiers and BOT-driven ticket creation, routing, and resolution for customer support requests. Processes such as updating the change of address are automated from email requests sent by customers using UiPath. With automation, the process is simplified and meets the customers’ expectations. This enhances the process efficiency that helps the contact center agent to complete the task more Swiftly.
Conversational AI (Chatbot) improves customer experience with contextually relevant responses and reduces the cost by avoiding agent-assisted calls. Processes such as beneficiary change are executed through customer engagement with conversational AI using chatbots tools like SnatchBot. The increase in customer satisfaction with faster reply time helps businesses nurture their relationship with customers/clients. With chatbots, responses are just a click away, which reduces manual stress due to more than fifty calls per day and meets the customers’ needs immediately.
Touchless Automation Miner (TAM) offers an interactive dashboard to have end-to-end visibility of the extensive customer journey and assist with automation discovery. Process mining facilitates monitoring the performance of the existing Bot and identifying potential activities that can be automated. TAM helps process owners to have control over SLA breaches and resolve tickets in a short period. BOT performance is measured with the built-in automation cockpit. With our solution, the net promoter score (NPS) of companies can be increased through auto reminders to customers.
Examine the performance of the bot, areas of improvement, and the advantage of implementing the Bot in a long run.
Discovers the process in contact centers for optimization and other areas for automation to achieve touchless processing.
Identifies cases that breach SLA and major bottlenecks. Notifies customers through email of the delays with built-in automation capability.
Analyze the cases where automation and manual processes should be implemented. Skills are built in Celonis for automatically triggering emails to customers in case of delay.