Enhancing and assisting
Enhancing and assisting
Smarter Customer Interactions
Self service & conversational bots
Our Digital Voice solution puts the bot onto the phone channel and delivers self-service at scale, where most contact still occurs in many companies. Great design is critical here which is why we use conversation experts and create interactions that combine voice and text channel for the best experiences. We design and deploy leading edge but proven solutions, such as AI conversation platforms Dialogflow, Lex and Teneo and CPaaS platforms Twilio, Nexmo and AWS.
Whether text, voice or multi-modal 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 triggered by connected in-home devices. AI has a great part to play in predicting which are the most likely scenarios where this will be a business benefit. By building bespoke models, using the right data and well-defined questions, we can help you to predict these scenarios and deliver the information into the operation in real time where needed.
Customer communication design
Good communication depends on both what you say and how you say it. Mazaru Insights identifies how you can improve your written communication on any channel including through chat. Humanotics developed Insights for our partner Mazaru using custom machine learning models to analyse tone of voice against the brand values, assess multiple quality metrics such as Rapport and Confidence, and benchmark thousands of pieces of content against comparators across industries. The AI tells you not only how you compare but what you need to do on each piece of content to improve.
Smarter Business Insight
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.