A leading U.S.-based healthcare company wanted to provide state of the art customer service by leveraging artificial intelligence and Natural Language processing. Their goal is to improve Customer Satisfaction (CSAT) and Net Promotor Score (NPS) without affecting its planned technology budget and operating costs by reduce Average Call Handle time. Achieving these ambitious goals requires great technical expertise in CRM and Artificial Intelligence domains. Healthcare company engaged our team to automate its processes, improve Agent productivity and deliver exceptional quality customer experience.
Our team produced the solution leveraging Natural Language Processing and Artificial Intelligence. While customer is in the conversation with Agent, Systems automatically transcribes the conversation in real time, understands the customer intent and sentiment, and helps the agent with Next Best Action and also surfaces appropriate knowledge articles to agent so that agent can quickly service the Customer.
This automation helped client to achieve highest Net Promoter Score and increase agent productivity and call handle time. We implemented this solution by leveraging and integrating out of the box strong points of Salesforce for CRM, Amazon Connect for Telephony and AWS Transcribe, Comprehend, Lamda for NLP and Artificial Intelligence.
A leading U.S. based Credit Union is in need of building a comprehensive Contact Center CRM solution with rich user interface for their agents and enable modern communication techniques to engage and attain their prospects and clients by building next level of a highly personalized approach to clients within their whole ecosystem.
Our team provided the customized solution leveraging Microsoft Dynamics 365 and built the platform in line with all the Customer's requirements and solve the challenge of centralizing data from multiple sources.
