For many companies, artificial intelligence (AI) is an essential part of the digital strategy. In their customer service, the previous limitations of automation can be changed significantly with AI. AI solutions can "understand" across all channels what the customer interaction is about. Furthermore, AI solutions can extract information, conduct communication and trigger fully automatic processing. We gladly advise you on what needs to be taken into account and we jointly develop the right approach for you for integrating AI solutions into your system environment.
The basis of successful introduction of artificial intelligence into customer service is the understanding, analysis and processing of the customers’ natural language. This can be achieved by using a natural language understanding (NLU) solution.
The advantages of Enterprise NLU
What is to be considered
Conversational AIs / chatbots are software-based robots (abbreviated with “bots”) that allow a cross-channel dialogue with the user.
Conversational AIs frequently serve as virtual assistants, e.g. for:
To improve the customer experience, conversational AIs / chatbot solutions incorporate state-of-the-art algorithms and solutions based on artificial intelligence. Thereby, it is possible to understand natural language and even to analyze the user’s sentiment. Via interfaces, conversational AIs / chatbots can provide themselves with information from other enterprise applications to lead a dialogue individually. In doing so, company processes are triggered independently in order to edit customer intents fully automatically. All this twenty-four-seven and in all languages of the world.
100 parallel chats
Standard agent reporting
Call transferable to agents
Agent Assist is a framework of artificial intelligence, process automation and real-time communication that optimally supports employees in your customer service and customer interaction. With Agent Assist, our artificial intelligence analyzes the dialogue between customers and agents in real time. Intents are recognized automatically, and the agent is provided with relevant data from the communication. Additionally, information from an existing knowledge management can be displayed as well as indications of cross- and up-selling potentials. Corporate processes for further processing are proposed to the employee or triggered automatically. The customer experience increases because the employee can fully concentrate on the customer.
Good routing decisions are critically dependent on knowing what your customers are talking about. Our AI solutions analyze and recognize the customers’ intent, which is why the customer can be put straight through to the optimal employee.
With our AI-based intent recognition, incoming letters, emails and faxes can be classified properly and provided for further processing. Letters and faxes are brought into a digital format with the aid of an OCR connector.
With our AI solutions, existing documents can be analyzed completely. Various intents can be recognized, and relevant data can be provided from the written material. In combination with a process automation engine, business processes that are currently dealt with manually can be processed partially or completely automatically.