Tech Talks: Answer 90% of employee, customer queries automatically with conversational AI

A robot hand reaches out to point at various contact method symbols, including an "i" for information and symbols for phone and email.To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational sessions.

A healthcare staffing agency that helps registered nurses and other healthcare professionals find travel contracts had difficulty keeping up with the high volume of repetitive questions from job candidates. The company’s staff members struggled to answer the same queries about pay, shift types, and client facilities concerning thousands of opportunities. This slowed down hiring and frustrated everyone involved.

To improve the situation, the agency implemented a conversational AI solution from our portfolio. By launching a chatbot powered by artificial intelligence on their website to instantly answer common questions, the company has saved its human employees 200 hours per week, increased lead flow, and enhanced candidate engagement.

If you’re bogged down by a high volume of internal or external support requests, you should consider deploying the same solution. With artificial intelligence, this platform can usually automatically answer 90 percent of queries, significantly reducing the workload for your human staff members and enhancing customer and employee experiences.

Conversational AI and support automation: Key features and benefits

It’s common for the same support requests to pop up repeatedly. Whether it’s employees asking the IT help desk to reset passwords or clients asking for order statuses, the employees handling queries can become overwhelmed and burned out by the barrage of repetitive tasks. That’s where this support automation solution comes in.

With conversational AI, this offering can dramatically reduce the number of emails, tickets and phone calls your human staff members deal with daily. Key features and capabilities include the following:

  • External (customer) and internal (IT, operations and HR) use cases

  • Workflow automation

  • Compliance with SOC 2 Type II, GDPR, CCPA, FERPA, and HIPAA

  • Agent assistance capabilities

  • End user self-service options

  • Omnichannel engagement (chat, web, email, social, voice, and SMS)

  • Lower operational costs

  • Greater productivity

  • Improved customer and employee experiences

If you want to explore conversational AI and support automation options, our technology advisors would be happy to help. With over 20 years of experience in IT and access to cutting-edge market research and analysis, we can efficiently identify solutions that align with your unique requirements, pain points, and objectives. Our advisors typically save our clients dozens of hours by streamlining the process of finding the right technology.

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