Contact centre conversations are all highly specific to the individual business but at their core always follow a natural process. You need to know who is calling, what they need, and quickly and efficiently provide the information they require. That core process forms the basis of the Convai product set.
Understanding who you have on the phone can assist to streamline any conversation allowing organizations to leverage knowledge held in CRM systems to remove redundant questions. Convai can create identification and verification solutions that leverage advanced voice biometrics technology to enable true single step Identification and verification – typical dialogues only need to ask “what is your phone number” or “what is your customer number”. The traditional contact centre 20 questions approach is now a thing of the past.
Advances in technology mean that Convai solutions can now simply ask a single question to work out the best way to handle a call. It really is as simple as saying “and please tell me the reason for your call”. Convai solutions utilize advanced natural language processing, complex interpretation engines and information gleaned from customer systems such as CRM or data lakes to create the best, most likely next action thereby removing the need for multi-level menus or complex dialogues. Our aim is one question and done.
Increasingly caller’s are calling contact centres with complex questions that only a live agent can really handle, but that is not always the case. Through proactive data mining of the responses to “Why” Convai is able to determine opportunities to provide small simple automated dialogues that can assist the caller to complete their call without waiting to speak to anyone.
Sometimes the best place for a call is a live agent but that is not where the technology ends. Convai can provide solutions that enhance the experience of the call centre agent through tools such as payment IVRs, Survey tools, providing the agent with detailed transcription of the reason for the call, providing sentiment analysis and staying in the background of the call to provide real time hints and useful information to the agent screen. Technology really can enable Intelligent conversations.