By bringing real-time transcription to the contact centre, the platform turbo charges advisor performance. Never ask a customer to repeat information, prompt action just from what the customer says, and by tracking emotion, continuously measure the customer’s experience.
A customer should be able to interact in their channel of choice and change as they wish without the experience changing. The platform allows a single definition of a conversation to be made available in all customer channels, voice and text, and also directly to an advisor.
Changing the way an organisation thinks about interactions with customers and employees needs to be as simple as possible. We have designed a conversational interface for both customer experience business teams and application developers to maintain the platform.
Multiple deployment and implementation options for the platform allows the flexibility to choose, or to leave it to us with our Software as a Service offering. We have partnered with some of the world’s largest IT services company to assist with implementation of the platform.
Integrated with digital channels like AWS Connect, the platform will continuously predict a customer’s emotion from what they say or type, identifying trends to prompt proactive interventions. Trending is also used to generate valuable insight into the customer experience.
One of the most useful tasks a fine-tuned NLP model can perform is data classification. A model that has been fine-tuned for an organisation can then be trained to solve this sort of data classification problem very effectively. This saves time and improves quality and compliance.