Have great conversations with customers.
We believe that with Conversational AI you can simplify your interactions with customers, reduce process time, improve data quality, and increase customer and advisor satisfaction.
It’s no secret that customer service is hard. Customer care systems are typically complex, particularly for enterprises in regulated industries with significant customer numbers and a multi-product or service strategy. That’s where the Fluent Conversational AI platform comes in.
At the heart of our conversational platform is a state-of-the-art deep learning AI fine-tuned to the language of the sector and business, and able to predict a customer’s service needs from their natural language. Integrated in every channel, the AI is constantly “listening” to what the customer is saying and predicting ways to best meet the customer’s need
The conversational interface provides a powerful assistant to a customer service advisor, simplifying processes, automating steps, providing knowledge, maintaining compliance, predicting responses and recommending next actions. The same interface can also be offered directly to customers for self-service, but importantly the platform understands when to and when not to do this. In both modes the platform continually learns from what it hears and sees.
Because it is natural language based, the interface works across all channels, providing a great experience for the customer, even as they move between channels. The platform is constantly capturing real time insight from ongoing customer conversations and this can be used to identify and respond to trends and patterns that might not have been visible previously
Key Features
Simple configuration transition from supervised to autonomous modes
Learning from customer interactions is one of the keys to a successful conversational AI implementation. Deciding who to serve automatically and who to hand over to a human advisor is vital. The platform allows you to dynamically decide when and how much you automate.
Best next action recommendations are intelligent and fully contextual
The platform listens in real-time to all conversations, recommending the appropriate actions for the advisor or customer. Additional context and integration with marketing analytics platforms helps ensure that every interaction with a customer has the desired outcome.
A deep learning NLP model understands the specifics of an organisation
The state-of-the-art in NLP now means a model can be rapidly fine-tuned using only unstructured data. This approach delivers a model that really understands the nuances of an organisation and can be trained unsupervised in hours and days rather than weeks and months.
Classify unstructured data and solve other natural language problems
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.
Use emotion detection to get richer insight into the customer experience
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.
Deployment options offer maximum flexibility, scalability, and security
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.
A conversational interface for building conversational interfaces
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.
Build each conversational interface once and offer it in all channels
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.
Bring unparalleled assistance to advisors with real-time transcription
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.
Have a look at some of our video demos below or contact us for more information