The Digital Contact Centre Employee, Who Already Handles 4.5 Million Calls/Month at Telefónica, Can Now Be IPsoft Cloud-Sourced via Digitalworkforce.AI to Support More Organisations in Delivering a Scaled and Superior Customer Service
IPsoft, the largest independent leader in enterprise artificial intelligence ](AI), is announcing the launch of Amelia for Customer Care. The cloud-based Digital Employee will help companies accelerate their first-touch customer interactions and time to resolution (TTR), with Amelia capable of handling most common customer service tasks without human support. This empowers many customers to self-serve and resolve issues independently, so users with more complex issues can more quickly connect with a human agent for support.
Amelia for Customer Care is available on DigitalWorkforce.ai, the first and only marketplace for Digital Employees that come with decades of experience in enterprise AI for specific roles and skills. The new Digital Contact Centre Employee can be deployed in hours and days – not weeks and months – and is easily trainable on company customer service policies (orders, returns, etc.) for faster near-term ROI.
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High-volume contact centres that are struggling with demand, and companies with overburdened and ineffective phone based IVR (interactive voice response) systems can hire Amelia for Customer Care to immediately improve customer experience and relieve the pressure on their agents.
Telefónica Peru has introduced digital voice agents in its call centres with several objectives: to drive customer experience, to optimise costs, and to make use of all the valuable data customers provide during interactions with the call centre.
“We discovered that the main catalyst for our digital transformation would be to focus on customer-facing processes,” said Gonzalo Gomez Cid, Global Contact Centre Director at Telefónica. “We wanted to be 24/7, anytime, anywhere, transparent and personalised. Our priority was to address the volume of handled calls, to capture customer impact and benefits, and to impact call centre infrastructure and CRM systems, and today Amelia handles 250,000 calls per day, or more than 4,5 million calls per month in one of the most demanding operations of Telefonica, in Peru, entirely replacing the previous IVR-based customer service system. During her interactions, Amelia recognised customer intent correctly on 90% of calls.”
Unlike solutions underpinned solely by chat bots or robotic process automation (RPA), Amelia’s cognitive intelligence allows her to interact naturally with humans and continuously learn from every interaction. Available 24/7 through voice and webchat, she integrates and communicates with a company’s back-end systems, as well as CRM and call centres solutions – such Genesys, Salesforce, Service Now and Avaya – to independently resolve a number of key tasks. Where requests fall beyond her skillset, she escalates and collaborates with human employees to solve issues and learn from the experience. In one European Bank where Amelia handles customer care for more than 68 million global customers and routes and resolves more than 100+ million calls per year, she consistently achieves 98% accuracy and now handles 32% of calls without human support.
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Chetan Dube, CEO at IPsoft commented: “Many companies are struggling to keep up with customer service demand. Undoubtedly many firms’ most immediate and acute challenge is handling the massive spikes in inquiries contact centres are handling due to the shift away from physical stores and branches in the current climate. However, a longer-standing concern has been around satisfying evolving expectations for more channels, more choices, increased flexibility and quicker resolutions. Digital Contact Centre Employees will be critical in helping organisations triage customer calls at scale and resolve inquiries on the first touch, ensuring that calls are only routed to human agents when necessary. This will help improve the customer experience and TTR, with more simple requests capable of simple self-serve resolution and more complex issues getting through to human agents much faster.”
Amelia®, IPsoft industry-leading cognitive AI agent that underpins the solution, has repeatedly been identified as identified as the most Capable Intelligent Virtual Agent by Everest Group, Forrester and Ovum. Thanks to her ability to switch contexts and interact conversationally in natural language, Amelia as a Digital Contact Centre Employee is as intuitive an experience as with a human agent. Relieving human employees of these rote and repeatable tasks in turn enables them to focus on higher-value work, with Amelia having a demonstrable improvement on organisations’ customer satisfaction and Net Promoter Scores.
Companies can hire Amelia to perform a variety of Customer Care roles and skills, including:
- Customer Portal
- Portal Access Manager
- Portal Troubleshooting (such as password resets)
- Product/Service Orders
- Product/Service Tutorials
- Product/Service FAQs
- Refund Requests
- Shipping Manager
- Product/Service Issues
- Product Insurance Claims
- Product Returns and FAQs
- Appointment management (including scheduling, rescheduling and cancelling)
- Store Locator
- Company FAQs
Building on decades of innovation in automation and AI, IPsoft continues to fundamentally expand what automation and cognitive technologies can accomplish and demonstrate its ongoing leadership in enterprise AI. As Amelia for Customer Care joins the ranks of Digital Employees at DigitalWorkforce.ai, the market moves closer to IPsoft’s vision of a symbiotic digital-human workforce, giving companies the ability to fully harness the potential ROI in AI.
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