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

PREDICTATIVE 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

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.

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

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: Driving Customer Experience With AI-Powered Virtual Agents

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.

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.

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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