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A leading healthcare provider wants to increase AI’s role in customer service. Having successfully deployed a chatbot the previous year, the company does not want to lose this investment. Instead, this organization wants to integrate its existing AI with an omnichannel, end-to-end solution from a reputable Contact Center as a Service (CCaaS) market leader. The objective is to further automate simple tasks by offering self-service options, thereby enabling agents to concentrate on high-value interactions.
Ensuring consistent interactions between customers, bots and agents across all channels that unifies various solutions and customer experience tools for smooth transfers of information.
Odigo guarantees the overall coherence of conversations by integrating Odigo solutions into an organization’s CX ecosystem and augmenting them with third party conversational AI that has advanced natural language processing (NLP) capabilities.
Reducing contact center wait times is foundational to improving customer experience (CX). Customers are abandoning brands that fail to respect their time, and switching to companies that find ways to continuously reduce contact center wait times. Deploying the right solutions positions contact centers to gain new customers and build lasting loyalty.
Utility providers are accelerating their digital transformations. They are already collecting data through their customer relationship management (CRM) and enterprise resource planning (ERP) software or other tools, before analyzing and operationalizing it to provide more targeted, proactive customer experience. By providing agents with precise information that enables them to perform tasks, widgets achieve more personalized, effective customer service.
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalized customer experience? One way is to harness the transformative power of automation. By handling more and more use cases, an omnichannel bot can drive customer service efficiency, reduce costs and enable banking advisors to focus on high-value interactions.
Routing customers to the right agent at the right time drives customer loyalty, engages agents and turns contact centers into value centers.