Maximise existing AI by integrating it with a CCaaS solution that consistently manages customer interactions

Optimise interactions with customers. Deliver consistent, end-to-end customer experience across channels through a single platform that enables coherent conversations by integrating third-party AI with Odigo AI.

April 18, 2021 4 min of reading

The overview

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 organisation wants to integrate its existing AI with an omnichannel, end-to-end solution from a reputable Contact Centre 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.

The challenge

Ensuring consistent interactions between customers, bots and agents across all channels that unifies various solutions and customer experience tools for smooth transfers of information.

The solution

Odigo guarantees the overall coherence of conversations by integrating Odigo solutions into an organisation’s CX ecosystem and augmenting them with third party conversational AI that has advanced natural language processing (NLP) capabilities.

Odigo AI helps with qualifying an interaction during the first customer contact and initiates conversation.

By transferring the context of conversations, all or part of the conversation scenarios is delegated to third-party bots through a secure connection.

Despite transferring a conversation to a third-party bot, Odigo guarantees seamless experiences by ensuring agent escalation remains possible.

By using a dialogue manager, it is possible to integrate natural language understanding (NLU) models.

The openness of Odigo tech infrastructure makes it possible to compliment Odigo natural language understanding with third-party AI.

The benefits

Maximized AI investments

Smooth integration with Google Dialogflow and IBM Watson

AI-powered end-to-end experiences

More use cases

Console Customisation Widget Customise agent consoles with widgets for faster, more efficient customer service

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 analysing and operationalising it to provide more targeted, proactive customer experience. By providing agents with precise information that enables them to perform tasks, widgets achieve more personalised, effective customer service.

Callbot Chatbot Omnichannel Voicebot Provide 24/7 customer support while freeing up agents’ time with an omnichannel bot

With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalised 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.

AX CRM CX Routing How contextual routing improves customer and agent experiences while increasing contact centre efficiency

Routing customers to the right agent at the right time drives customer loyalty, engages agents and turns contact centres into value centres.