Enhancing and assisting
Enhancing and assisting
Smarter Customer Interactions
Self service & conversational bots
Our Digital Voice solution delivers self service at scale. It puts the chatbot on the phone channel where most contact still occurs. Great design is critical, which is why we use conversation experts and create interactions that combine voice and text channels for the best experiences. We design and deploy leading edge but proven solutions, such as the conversation platforms Dialogflow, Lex and Teneo and cloud communication platforms from Twilio, Nexmo and AWS.
Whether text, voice or multi-channel bots are your focus, we are unique in our understanding of the vendor market and how to design for optimum business outcomes and customer experiences.
As you automate more of the simple interactions, AI can help to bring consistency and effectiveness to the more complex processes that your frontline need to deal with. Bots are doing this using natural language understanding to monitor speech or text conversations in real time. Whether you’re popping the right screen when a customer asks about a bill or offering technical support next steps, Agent Assistants can supercharge your workforce. Success depends on a rigorous design process, taking small steps and excellent frontline engagement. Whether you want a bespoke or off the shelf solution, we can help you deliver the business benefits of this technology more effectively and faster than you could do alone.
Smarter robotic process automation (RPA)
RPA and AI work hand in hand to drive efficiency in both the front and back office. While RPA handles the straightforward tasks, AI allows you to increasingly deploy smarter automated decision making that glues the different stages of the process automation together. RPA vendors do not typically provide the intelligence layer. We can help to increase the value of your chosen RPA solution or design a smarter solution for you.
Contacting the customer ahead of an inbound contact that could have been predicted and avoided, is lower cost and a better customer experience. That could mean dealing with issues before they become complaints or identifying technical support needs that are triggered by connected in-home devices. Of course, connecting with prospects at the optimum time with the the right offers can also impact your bottom line too. AI and automation has a great part to play in predicting precisely why and when this will be a business benefit and deliver a positive customer response.
By building bespoke prediction models, using the right data and methods, including machine learning, we can help you deliver maximum impact. We adopt a test and learn approach with control groups so you can quickly discover what has most benefit. From there, we help you to roll out these models into the day to day operation for maximum impact where it is needed. You will reduce contact and improve customer satisfaction.
Customer communication design
Use the power of behavioural science, supercharged by Artificial Intelligence, to increase sales, improve satisfaction and wisely reduce service contact.
Good communication depends on both what you say and how you say it. When a service email is short, clear and positive, 24% more consumers said they would be likely to ask for a quote.
Mazaru Insights identifies how to improve your written communication on any channel including through chat. Humanotics developed Insights for Customer Communication Specialists, Mazaru. It uses unique machine learning models to analyse tone of voice against brand values, assess a range of quality metrics such as Rapport, Effort and Confidence, and benchmarks you against others across industries. The Artificial Intelligence tells you not only how you compare but what you need to do precisely to improve.
Smarter Business Insight
Understanding why and how often customers make contact is the key to improving service or sales interactions. Calls or live chats are hard to analyse because the key insights are spread across the conversation, customers can wander off topic and issues may be implied rather than explicitly called out. The noise in customer conversations is high!
Manual analysis has been the way to gather this insight at a small scale until AI arrived. We combine these tools with our expert human conversation analysts to provide the best of both worlds. Our Conversation Analytics tools analyse the conversation not just the text, provide insight on root cause and deliver improvement actions across all your unstructured conversation.
Insight and analytics
With increasing volumes of unstructured and structured data from customer interactions and feedback, making connections and extracting actionable insight is challenging. Speech recognition and text analytics tools have advanced with machine learning algorithms, but custom topic, sentiment and emotion detectors are still required. Plus, skilled analyst knowledge is needed to extract meaningful insight.
We have the AI tools for effective classification, accurate predictions and to extract deeper insight than ever before. We can tackle any business question to help you drive sales, reduce failure demand and improve satisfaction. This can be a snapshot or we can deliver a programme of regular insight.