Client Overview
The customer is one of the leading customer support service provider startup in the UK. The client wanted to develop an intelligent & smart conversational platform that empowers people to earn money for providing excellent customer service for the brands they love. This platform provides on-demand support to customer enquiries with the help of professional & skilled experts.
Business Challenge
- The client was not able to address each and every query of the users
- They wanted to create online customer support where the queries get addressed immediately
Solution Highlights
The online smart conversational platform combines crowdsourcing & Artificial Intelligence that delivers substantial customer service experience. This platform uses intelligent routing, rating & reward mechanisms to optimize the performances.
The solution is designed to transform the customer experience by enabling the customers to invite, connect, optimize and reward their crowd.
- The customer can send query related to products & services through the web or mobile application. Queries are distributed to groups having expertise in the related areas, to address the
- The core features of this platform include Smart-Assistance & Smart-Response.
- Smart-Assistance: This feature suggests a range of similar responses to the experts, who then select the best-matched response & personalize it.
The system learns from previous conversations and suggests responses to customer enquiries. Experts are able to train the AI algorithms through a review system within the Smart Platform. Customers and the experts rate the responses and the machine learning algorithms are improved in real-time.
- Smart-Response: This feature triggers an automated response to the customer in the voice of the experts
AI and machine learning suggests automated responses to resolve digital queries. The customer is able to choose to either accept or reject from one or more suggested responses. If the response is rejected, the customers get connected with experts who can help to resolve their query.
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Benefits
- Real-time response time maintained service levels with no backlogs
- Reduced customer churn and created more loyalty
- Reduced cost of serving and enhanced customer experience through more relevant, trusted and personalized support
- Better authenticity and trust led to high customer satisfaction
- Improved cost of acquisition and engagement
- Boosted customer retention, revenue per user and lifetime value
- Generated fast, focused and cost-effective feedback and insights from any customer group
- Provided access for new talent pools & created 24*7 agility to handle peaks in demand
- Improved online content and Artificial Intelligence (AI) algorithms faster and cost-effectively
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