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Automation & AI

Automate with AI and machine learning

Our automation solutions drive service costs down by empowering customer self-service and by augmenting the associate experience.

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Stop wasting time with dumb bots

Imagine if you could enable 24/7 availability, across channels, cost effectively, and still provide consistent, compliant responses to all customer queries. Imagine if you could improve first call resolution and average handle time by deflecting Tier 0 and Tier 1 interactions, while enabling human intervention for more complex interactions. Our automation, AI, and RPA solutions make it possible. Traditional contact centers can be expensive. With rising labor rates and proliferating digital channels, leveraging automation technology, machine learning, and bots can be a cost-effective way to improve your customer and employee experience. Our automation solutions drive service costs down by empowering customer self-service and augmenting the associate experience through intelligent virtual assistants that help them learn and serve customers better.

 
  • AI Strategy & Advisory
  • AI Analytics & Insights
  • Omnichannel Technology
  • Robotic Process Automation
  • Knowledge Management
  • Customer Assist
  • Associate Assist
  • AI Simulated Training
 

AI Strategy & Advisory Services

Are you ready to automate?

Before you rush to automate experiences, you need to understand the 'why' and the 'how'. Our AI strategy & advisory services assess organizational readiness and then design and deploy intelligent automation solutions that deliver value to the business, employees and the customer.

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AI Analytics & Insights

‚ÄčIntelligent automation made easy

Our AI analytics & insights solutions integrate and analyze all customer interactions and apply machine learning technology to define customer intent to continuously improve interactions and drive intelligent business decisions.

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Omnichannel Technology

Seamless and connected customer interactions

A disconnected bot is a dumb bot. Our omnichannel technology solutions seamlessly integrate and connect the bots into omnichannel platforms so they understand the customer history and can provide frictionless service.

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Robotic Process Automation

Fast, flexible and scalable automation

AI & automation technology has made it possible to eliminate mundane, repetitive tasks that are time-consuming and require little thinking. Our Robotic Process Automation (RPA) offering is a quick to implement, non-invasive solution, that accelerates productivity and increases business performance by streamlining processes and automating high-volume administrative tasks.

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Knowledge Management

Successful automation starts with an effective knowledge base

It is difficult to implement successful automation when you have static systems and disparate knowledge bases. Our knowledge offerings provide you with best-in-class technology and managed services to ensure your management of knowledge is optimized for automation. Our content migration, curation, and creation services ensure that there is a 'single source of truth' and that all of your knowledge is engaging and relevant to your customers and teams.

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Customer Assist

Move from dumb bots to Intelligent Virtual Assistants‚Äč

Most of today's bots are highly scripted, channel-specific, and limited in their ability. The result: a frustrating experience for customers. Our Customer Assist bot is an intelligent virtual assistant that provides 24/7 service, directly handles customer queries and escalates to an associate as needed.

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Associate Assist

Free up your associate's time

Clear communication from your associates to your customers is key in providing a consistent customer experience. Our Associate Assist bot is an intelligent virtual assistant that empowers associates and helps them access the right information to resolve issues more effectively, efficiently, and consistently.

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AI-powered Training

AI is revolutionizing learning and development

Technology advancements have made new ways of working which means we need new ways to learn. Our AI Simulated Training (Real Play™) transforms the entire employee development experience by empowering learners to interact with voice-enabled BOTs who replicate customer interactions, then immediately provide the learner with tailored feedback, coaching and performance results.

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See how we use AI to enhance the customer and employee experience

Meet Jane, she would like to extend her credit limit.
Intelligent
virtual assistant
customer assist is AI powered self service
STEP 1 Jane logs into the app and uses self-help to find out how to request a credit limit increase. She is presented the option to speak with a Virtual Assistant that can help her.
Customer Assist
intelligent virtual assistant bots
STEP 2 The Virtual Assistant authenticates Jane and can see that she's eligible for an automated increase of $1000. Jane wants to increase by $2000.
Omnichannel routing
ai bots help the customer find answers
STEP 3 The amount requested requires an associate's involvement and approval. The associate receives the chat transcript and confirms with Jane that the credit increase can be approved.
Associate Assist
associate assist is AI powerd associate support
STEP 4 The associate also sees that Jane has been looking at mortgages and qualifies for a special rate. The AI-powered knowledge base automatically pulls up information about the mortgage offer.
Automatic
updates
ai bots across all touchpoints of the customer journey
STEP 5 A confirmation email along with the mortgage offer is automatically sent to Jane after the interaction.
 
 
 
 

Enhance your customer and employee experiences

Our automation and AI solutions will help you improve CX, employee training, and knowledge management.

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