Contact Centres which are experiencing with heavy call volumes facing many challenges on a day to day basis, such challenges would include staff turnover, ACW, agents’ carelessness due to heavy workload and many more. This will eventually rate the business entity as bad customer service. Our Contact Centre Automation is built with AI Powered with Voice Bot which can have 70% to 80% accuracy in handling customer calls and call data analytics based on the call transcripts and hence helps in deriving meaningful interpretation on customers’ propensity.

These solutions sit on top of the existing IVR / call centre software (Omnichannel) that the call centre may be having and also can be integrated with any other products that customer has, hence provide synergy. This employs advanced NLU technologies to easily understand end-users’ input and dynamically expressed human responses and also deliver better compliance by avoiding violations in retrieving sensitive customers’ data without a live agent. It further reduces customers’ frustration with clear two-way conversational experience for FAQ, informational and transactional interactions and available anywhere, anytime and any channel.

The AI Powered Automated Chat Bot has the ability to recognize the intent stated in Natural Language and transfer with full context to a live agent, thus improving CX, increasing FCR and lowering AHT. In the Contact Centre Automation, there are many levels of verifications and testing is done and our system checks Voiceprint / Voice Biometrics, only audio is stored and not Personal Identifiable Information (PII), agents’ voice is frequently & automatically verified during calls, a language independent solution and the Supervisor is alerted in real-time in the event of a failed authentication. The final part of the Contact Centre Automation is the analytical whereby smarter quality management and reducing customer churn mainly to address the Contact Centre problems as below:
• Lack of insights or monitoring on all customer conversations
• Limited ability to ensure agents are compliant with regulations and corporate policies
• Limited visibility into customer insights including satisfaction, sentiment and intent
• Limited visibility into agent performance and behaviour including quality monitoring and scoring
• Limited ability to correctly identify customer complaints and journey analytics
• Lack of scale of current audit mechanisms during disruptions of the analyzing process with its quality management and analytics, addresses the above problems with the following processes:
• Process interactions (voice / text) and automatic scoring
• Automatic topic identification and business entity extraction
• Conversation analysis
• Actionable insights
• Numerous languages/dynamic language identification
• Artificial intelligence & machine learning
• Sentiment & intent analysis and smart search
• Business outcomes rules configurator

Eventually the customers benefit the quality of the analytics, enhanced customers’ experiences and increased revenue with optimized ROI.