Here’s how it works
At the heart of an interaction bot, there are ML, NLP, and deep neural network algorithms that manage customer interactions. Using artificial intelligence, these bots are capable of understanding incoming data in any form, be it text, image, voice, or video.
Depending on the customer journey and the stage of the interaction, a number of interventions can be provided through chatbots, virtual agents, or even RPA at the back-end, all triggered by the front-end activities. To avoid trapping customers in machine interventions, we always provide the ability to switch to a different mode of interaction.
Our interaction automation solutions are designed to help customers smoothly transition to another channel or human intervention when required. While doing so, we ensure that the entire interaction history is provided as a background to the agent to avoid customers repeating themselves.
The interactions can either result in instant resolution or in RPA to carry out the desired back-end activities (e.g., placing an order, making a cancellation, sending documents or receipts). This not only improves the turnaround time and CSAT but also reduces the human intervention.