2018 UK National Contact Centre Awards
Run by the CCMA and in their 23rd year, the UK National Contact Centre Awards are the longest established awards for the UK contact centre industry. 15th May 2018, London, UK. Learn more
Customers want to engage with companies across digital and voice, and expect both personalisation and consistency wherever they are. With rising labour rates and proliferating channels, Intelligent Virtual Assistants are a cost-effective way to provide a seamless customer experience.
Most of today’s bots are highly scripted, channel-specific, and limited in their ability. The result: a frustrating experience for customers. We help brands move from bots to Intelligent Virtual Assistants (IVAs). Our IVAs create a personalised experience with human-like empathy. IVAs learn from past interactions and connect both voice and text channels. If a live support associate is needed, the IVA automatically and seamlessly transfers the customer.
Intelligent Virtual Assistants can:
Rather than creating multiple scripted bots for every need, the Humanify Digital Worker Factory™ enables brands to build a single IVA that can handle multiple use cases across all channels. This enables a 24x7 hybrid workforce in which the IVA can engage customers directly and escalate to humans for higher value tasks. IVAs can also train and assist human associates to improve average handle time, provide consistency in responses, and elevate the overall customer experience, bringing the perfect mix of AI, human touch, and a dash of magic to every customer interaction.
Use IVAs to personalise training based on an associate's skill level and to perform assessments for customised coaching.
Leverage IVAs to help associates access the right information to resolve issues more effectively, efficiently, and consistently.
Directly handle customer queries and escalate to a human associate as needed.
Drive quality leads and proactively alert customers of the “next best action” that will move them down the purchase funnel.