Reduce repeat contacts and long waits.
Simplify conversations with AI, natural language processing (NLP), and omnichannel support.
Your customers can self-serve by speaking naturally and receive customized responses via intent recognition. This allows organizations to handle high volumes more efficiently, while improving CSAT.
Happy agents are the key to happy customers.
Technology can now provide your agents with pertinent information regarding customer intent and even how they’re feeling. Automation, coupled with recommended responses provide a personalized conversation and enable your agents to do what they want to do - help your customers.
Intelligent Virtual Agents will transform your IVR and optimize your customer experience program. It's time to stop losing customers and staff due to outdated customer service solutions.
How can Virtual Agents Benefit Your Bottom Line?
"How can we Assist you Today?"
Online’s Customer Experience team works with multiple artificial intelligence, machine learning, and robotic process automation platforms, providing you with the ideal solution for your Service Desk.
Today's customers are tired of trying to guess which of your IVR menus their issue fits into. Our speech-to-intent NLP engine listens while your customers speak naturally to the IVR, and identifies why they are calling.
Provide a personalized and proactive experience by accurately authenticating customers, and then matching them with the appropriate information and systems of record.
Empower your customers to perform many of the tasks that previously required a human agent. At any point in the process they can choose to be immediately be connected with a virtual agent.
Online provides customers with proven effective workflows which can be implemented out-of-the-box. The visual builder allows for customization, and are ready to handle many of today's use cases, taking mere hours to set-up.
With our sophisticated text-to-speech- capability, gone are the days of costly and restrictive pre-recorded messages that limit your customer service abilities.
Our natural language processing (NLP) engine is pre-configured and programmed to handle industry standard IVR workflows. Taking this baseline intent management to the next level, our partner platforms are easily integrated into your business requirements.
Online holds preferred partner status with a number of leading contact center and customer experience platforms.
We all have heard the stories and maybe you have even lived it, speech is going to change the IVR customer experience. With speech, your customers will find it easier to navigate the front-end system to either serve themselves or get to the person with the right skills to fulfill their service request or question quicker. Sound familiar?
We talk a lot today about omnichannel self-service. The concept itself is simple. An omnichannel self-service customer experience should be one where your customer can get information they need via whatever channel they choose, whether it be voice, text, web, mobile app, etc. In the end, the experience, the interaction, and the outcome should be consistent across all channels.
With the Gartner IT Prediction that “By 2021, more than 50% of enterprises will be spending more per annum on bots and chatbot creations than traditional mobile app developments”, there is little doubt that conversational AI or “Chatbots” are the next new wave of digital transformation technology.