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.
Conversational AI solutions provide personalized omnichannel experiences that help build deeper relationships with your customers.
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.
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.
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.
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.
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.
Intelligent contact centers are designed to help you achieve your goals.
Provide real-time assistance for live agents and offload common routine tasks to a self-serve model, significantly reducing average handle time (AHT) and improving employee turnover.
Predict your customers' needs and provide a natural speech self-service option across any channel of their choice. This personalized experience empowers customers, resulting in an improved CSAT score and loyal customers.
Dramatically improve First Call Resolution (FCR) and improve the employee experience, while driving efficiency and increasing effectiveness.
SPEECH-TO-INTENT
PREDICTIVE CALL HANDLING
CUSTOMER
SELF-SERVICE
PRE-BUILT MODULES
24-7 SCALIBILITY
SELF-LEARNING IVR
PRE-LOADED INTENTS
AI-POWERED VOICE
FASTER CALL
RESOLUTIONS
REDUCTION IN
MISROUTED CALLS
IMPROVEMENT FOR AVERAGE HANDLE TIMES
IMPROVEMENT IN CALL INTENT DETERMINATION
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
A singular workflow means less maintenance, less training, and lower costs of ownership from IVR development and throughout the operational life cycle.
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.
In this leadership event hosted by the TechExecs Network, we explored how Intelligent Virtual Agents (IVAs) can increase customer experience while reducing costs, business risk, and employee turnover. Watch this webinar to learn:
The technical landscape for modern contact centers looks very different today than it did only five years ago. As more technology solutions are introduced to the market, the role of contact centers expands, introducing new ways of solving old problems.
Data shows the benefits of using AI in sales and customer success programs include better customer outcomes and improved customer satisfaction while realizing significant cost savings. Companies that provide highly effective and customized customer experiences are going to have an important competitive advantage
Online holds preferred partner status with a number of leading contact center and customer experience platforms.
PAUL GRANGER
Director, Customer Engagement (US)
CHRIS THERIAULT
Director, Customer Engagement (CA)
