Customer Engagement

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.

IMPROVE OPERATIONAL EFFICIENCIES

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.

STRENGTHEN BRAND LOYALTY

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.

REDUCE COSTS

Dramatically improve First Call Resolution (FCR) and improve the employee experience, while driving efficiency and increasing effectiveness.

START YOUR CONVERSATIONAL AI JOURNEY
BY modernizing YOUR OUTDATED IVR

SPEECH-TO-INTENT

PREDICTIVE CALL HANDLING

CUSTOMER
SELF-SERVICE

PRE-BUILT MODULES

24-7 SCALIBILITY

SELF-LEARNING IVR

PRE-LOADED INTENTS

AI-POWERED VOICE

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


A singular 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.

OUR THINKING

WEBINAR: Five9-MEET YOUR NEW FRONTLINE

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:

BLOG: BRIDGING THE UNIFIED COMMUNICATION GAP

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.

EBOOK: LEARN HOW YOU CAN APPLY CONVERSATIONAL AI TO YOUR IVR

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

CONNECT WITH OUR TEAM

JAMIE WHITTY


Director, Customer Engagement (Canada)

PAUL GRANGER


Director, Customer Engagement (US)

Customer Experience

OUR PARTNERS

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

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