Incoming messages can easily overload the customer service department. Operators must manually respond to similar repetitive queries, yet different requests require different knowledge and skills. Also, responding to a message is not just about writing a reply. Often the operators have to perform actions in a back-office system in response to the request.
Our intelligent platform builds upon the latest technologies in natural language processing to classify incoming messages, prepare responses, and perform actions automatically. Therefore, it automatically constructs replies and performs the required steps for each incoming message within seconds.
Automated classification of the messages helps to keep all customer queries organized, allowing for subject matter experts to focus on their field of expertise, increasing their productivity. The platform analyzes the message content, spots all critical information, populates the answer, and suggests actions to be executed in connected back-office systems, all triggered from one place and one click. If required, it can automatically reply to a message, significantly reducing your customer support load.
The platform automates the classification of incoming messages with a success rate of close to 100% accuracy. Responses and follow-up actions are proposed by the system and can be executed from within its user interface, reducing the total time spent on one message. Connecting to existing applications through their API or via RPA, the platform is easily integrated into existing processes.
Our platform is intelligent and learns from data. It is adaptable to customer-specific needs. It can be integrated with your systems, propagating changes to your CRM or other systems. All essential features are supported in multiple languages.
The platform fully automates the processing of up to 40% of incoming messages, which leads to significant cost reduction.
Through our platform, 75% of incoming messages have prepared responses and follow-up actions to reduce process time.
The platform keeps your inbox clear; 90% of incoming messages are categorized correctly whether they get to the inbox via e-mail or customer chat.
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CUSTOMER SERVICE
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MESSAGE DISPATCHING
3.
TICKETING SYSTEM
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