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
PREDICTATIVE 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.
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?
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.
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
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.
Commonly used platforms such as Siri, Alexa, and Google have transformed customers' expectations. Your customers are looking for engaging self-directed service and support option.
Along with our partner Five9, Online participated in TechExecs' Strategies and Leadership Forum-Driving Customer Experience with AI-Powered Virtual Agents. We invite you to watch our session where a panel of industry leaders discuss how the customer experience landscape has changed, what customers are looking for today, and how quickly you can respond.
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.
Online holds preferred partner status with a number of leading contact center and customer experience platforms.
