Conversational AI

Deliver the new standard of expectation.

Conversational AI has revolutionized the next wave of customer experience. Providing dynamic rapid response solutions that are predictive, spoken in natural language and designed by the customer.

Start With Conversations
That Matter.

Conversational AI solutions provide personalized omnichannel experiences that help build deeper relationships with your customers.

Conversational AI

Commonly used platforms such as Siri, Alexa, and Google, have transformed customers’ expectations. Today’s customers want faster, simple and dynamic voice-based interfaces to
get answers to questions, make purchases, and resolve issues. As a result, AI’s next generation
self-serve platforms have reimagined the contact center space.

Conversational AI solutions are made up of a set of core capabilities that listen, understand, respond, and learn as part of each interaction.

LISTEN

Now you can provide your customers
with personalized self-serve ease, in any language. Natural language processing (NLP) converts text to natural sounding speech recognizing any language, voice, or accent. The NLP engine listens carefully while your customers speak naturally, identifying why they are calling.

UNDERSTAND

Through intent recognition you can provide a personalized and proactive experience for your customers, automatically identifying and authenticating them, and then matching them with the appropriate information and systems of record.

RESPOND

Omnichannel capability allows
customers to speak naturally and takes
the conversational experience across all communication channels (such as phone, SMS, online chat, and email) connecting and integrating to provide a seamless customer experience.

LEARN

Your customer experience can be shaped by your customers' actions through machine learning. AI can analyze human agent responses to learn how to respond better to inquiries. Coupled with NLP, it can recognize which response produces the customers desired outcome and provides faster resolution to the issue or inquiry.

Key Benefits

Intelligent contact centers are designed to help you achieve your goals.

Conversational technologies assist businesses to create deeper relationships faster by offering consistent accessibility, personalization, responsiveness, and overall engagement – CONVAI Studio
START YOUR CONVERSATIONAL AI JOURNEY
BY modernizing YOUR OUTDATED IVR

SPEECH-TO-INTENT

PREDICTATIVE CALL HANDLING

CUSTOMER
SELF-SERVICE

PRE-BUILT MODULES

24-7 SCALIBILITY

SELF-LEARNING IVR

PRE-LOADED INTENTS

AI-POWERED VOICE

LEARN HOW YOU CAN APPLY
CONVERSATIONAL AI TO YOUR IVR
JOIN THE IVR REVOLUTION

66%

FASTER CALL
RESOLUTIONS

40%

REDUCTION IN
MISROUTED CALLS

10%

IMPROVEMENT FOR AVERAGE HANDLE TIMES

<70%

IMPROVEMENT IN CALL INTENT DETERMINATION

Online Delivers a Fully Customized Solution

We help you achieve your customer satisfaction goals with the right AI solutions, tailored to your business needs. Our team of Online experts start with a concrete understanding of your current state to lay the foundation for change and then deliver a roadmap that’s designed to best meet your goals.

Our Approach:
1. Learn your customer facing business
2. Understand the technical environment
3. Build ROI assessment & business case
4. Collaborate and educate
5. Deliver an actionable plan

Powered by CONVAI, Online's true omnichannel platform deploys experiences to any channel, and unlike other providers, CONVAI is all built from one single bot workflow capable of integrating with any platform.

A singluar workflow means less maintenance, less training, and lower costs of ownership from IVR development and throughout the operational life cycle.

ONLINE'S VIRTUAL AGENT CAPABILITY

Build Your Virtual Agent Once,
Use Them in Any Channel

Intelligent virtual agents provide conversational assistance to your customers. These automated, omni-channel applications handle authentication inquiries, intent prediction and routing.

Follow below to learn more about how virtual agents can level-up your customer experience.

BLOG: The Conversation Shouldn't Change - Even if the Channel Does

We talk a lot today about omnichannel self-service. The concept itself is simple. An omnichannel self-service customer experience should be one where your customer can get information they need via whatever channel they choose, whether it be voice, text, web, mobile app, or other.

It is critical to provide the customer the option to engage using their preferred channel at that moment in time. That's just how it is.

WEBINAR: Conversational AI - Rapid Response Solutions for Today's Businesses

Managing your overwhelmed teams as they respond to an influx of inquiries and questions while trying to address the expectations of working remotely can be challenging.

Follow along with Scott McCrea, CTO of Datomar Labs, as he discusses strategies for implemeting rapid solutions across multiple areas of today's organizations in order to meet the current needs of businesses.

BLOG: Creating an Engaged Customer Experience

About ten years ago I was part of a team working on a product that was an early attempt to capture a 360-degree view of the customer. Back then, the concept of a 360-degree view of your customer was in its infancy – it was a new way of thinking. The industry understood that it was becoming more and more important to understand your customer’s journey...

Join Online's Jay Gunnell in discussing how the entire dynamic between retailers and customers has changed, however with the right technology and good design strategies, any business can meet (and exceed) rising customer expectations.

OUR THINKING

BLOG: What are you Waiting for?

We all have heard the stories and maybe you have even lived it, speech is going to change the IVR customer experience. With speech, your customers will find it easier to navigate the front-end system to either serve themselves or get to the person with the right skills to fulfill their service request or question quicker. Sound familiar?

BLOG: The Art of the Possible - Enabling a New Front-end Framework

A continuation on our Conversational IVR / AI blog series regarding how many organizations continue to silo customer interactions by presenting DTMF IVR's as the primary voice channel interface. To continue the conversation, join us in discussing how this adversely affects organizations, looking primarily at the primary channel of choice for customers - the voice channel.

CONNECT WITH OUR TEAM

JOHN LEITHEAD


Director, Customer Engagement (Canada)

PAUL GRANGER


Director, Customer Engagement (US)

OUR PARTNERS

Online holds preferred partner status with a number of leading contact center and customer experience platforms.

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