We, the Utterworks founders, have a diverse range of experience and backgrounds, having worked for both customers and suppliers within multiple sectors. We met whilst working for a large corporate organisation and it was here that we first saw the transformational potential of Natural Language and AI, and specifically how they could change the way organisations think about how they talk to customers, both self-service and directly via call centres. Our team researched the market and found no viable solution that was both easy to implement and could do more than simple Chatbot type functionality. With this in mind we set out to build a platform to help transform businesses without the need to start again. Linking the problem to the latest thinking in technology, we pooled our knowledge to build a groundbreaking platform, leveraging this latest thinking in Artificial Intelligence, Natural Language and Machine learning.
What we have built is a conversational platform that makes every interaction with a customer, partner or staff member matter; speaking to people in the way they understand and simplifying system interaction in a way that makes sense to people. Above all we want to better understand the real needs of the customers and employees and give them what they want when they want it in the channel they choose.
Our view is that most solutions on the market today are designed to answer rule-based questions and provide answers, which can work in limited cases and when the customer knows the right question and is happy with a simple answer. The platform we have built aims to understand the customers’ real intent, to learn and grow its understanding and to fulfil the customer or agents needs the first time of asking.
We understand that there are times when customers do want to talk to a real person and our solution also supports those conversations in the call centre, listening to and transcribing calls in real time, suggesting the best action and simplifying the interactions with your source systems. It is this omni channel approach that allows us to rapidly learn and understand your business, your customers and your staff and allows our platform to support you in the most effective way.