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 conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.
A nationwide food delivery service relied on a business process outsourcing partner to call restaurants and place orders on behalf of customers. However, hiring offshore agents for this purpose came at a high cost. The food delivery service provider turned to one of our partners in the contact center automation space for a solution.
Our partner deployed conversational AI software to automate outbound calls. The solution took only six weeks to scale up and tackles 35,000 calls per day with a 94 percent success rate. The AI performs well even when calling noisy restaurant environments and has a lower hang-up rate than offshore agents. On top of that, the contact center AI solution costs the company less per minute than outsourced call center agents and has a better order success rate, containing spending while increasing revenue.
If you want to contain costs while boosting productivity and profits, you should also consider automating common contact center tasks with AI. During a recent meeting with our technology consultants, the software supplier reviewed the features and benefits of their conversational AI platform for contact center automation. Here’s some vital information to consider to help you make well-informed choices for your company.
Provider overview
Since their founding in 2017, this supplier has leveraged artificial intelligence to transform customer service. Their software facilitates natural-sounding conversations across various channels (e.g., voice and messaging) to resolve customer support issues around the clock, eliminating wait times and freeing human agents to focus on more complex inquiries.
They have automated over 45 million conversations and have a Net Promoter Score of 90. Forbes named them one of the “Top 50 AI Firms to Watch” in 2021, and Aragon Research heralded them as a “2022 Hot Vendor in Conversational AI.” This supplier serves some of the largest contact centers in the Fortune 100 space.
Featured offering: Conversational AI for contact centers
This supplier’s customer-centric conversational AI solution makes life easier for everyone by handling simple requests, a.k.a. tier 1 customer issues such as setting appointments and checking order status. This omnichannel contact center AI solution can be up and running in weeks. Other key features and benefits include the following:
Easy to scale up or down
Pay only for what you use
Greater agent engagement and lower turnover since the AI handles mundane requests
Enhanced customer experience due to 24/7 service with no wait time via the AI
Ability to seamlessly transfer customers across digital channels
Increased insight into customer interactions
Integration with CRMs and all telephony systems (including NICE CXone, Talkdesk, Avaya, Genesys, 8×8, RingCentral, Five9, Cisco, and Amazon Connect, among others)
This supplier’s AI platform can typically reduce clients’ cost per contact by 50 percent annually by resolving customers’ issues faster while still delivering exceptional experiences.
Their software is best for organizations with high call volume (5,000 or more calls per week of the same use case) with predictable conversational flows for transactional or operational use cases (e.g., making payments or scheduling appointments). This technology can be particularly useful for those in travel and hospitality, healthcare, insurance, consumer services, and transportation.
Our consultants would be happy to help if you want to explore contact center AI solutions. With 20+ years of experience in the IT industry, a partner network of best-in-class contact center solution suppliers, and the ability to rapidly generate detailed comparison matrices, we can streamline the process of finding software that aligns with your company’s unique needs. Don’t spend hours trying to make sense of complex and constantly changing marketplaces. Let our consultants do the homework for you.
Call 877-599-3999 or email sales@stratospherenetworks.com to connect with our team and transform with confidence.
