Business Consultation

Large Enterprises

Intelligent Virtual Assistants and Chatbots
for Large Enterprises

Service automation can perform all kinds of interactions for customers across nearly every industry. Whatever sector your business is in, if you have customer-facing departments there will be areas that can be automated to service your customer faster and through their channel of choice.

Whether your audience engage with you through your website, on the phone, by email, text or through social channels they are beginning to expect instant responses or they choose another provider. In many sectors you only get one chance to make a good impression or the customer is lost forever; this is where automated responses that really assist can make all the difference. With connections between your automated service and your in-house communication platforms you have the option to transfer interactions to your employees to conclude the journey whilst offering a great experience. Sectors that have benefited from service automation include: Technology, Retail, Insurance, Transport, Property, Legal, Hospitality & Tourism, Finance, Trades & Services, Manufacturing, Pharmaceuticals, Health and many others.

Providing services that are so much more than a chatbot

Businesses can now offer automated services through telephony, web, email, SMS, Social Media, smart speakers, kiosks/video screens, as well as existing digital portals and within apps.

converse360's Assist-Me Customer Service Automation platform enables every organisation to build the process, tweak messaging, speech and visual workflows and publish it to your channels of choice.   

 

Benefits for customers and your Sales and Customer Service team includes:

  • Extending your opening hours to 24/7

  • No more queuing for customers who want instant responses

  • Enabling customers to self-serve when looking for information or placing/enquiring about an order

  • Triaging of monotonous and repetitive calls so advisors can focus on complex enquiries

  • Significantly reducing the number of calls into the Sales and Customer Services team

Chatbots can give users the option to engage when they are browsing a website without being intrusive. Virtual Assistants can identify and verify the user and look up information specific to them without needing a live advisor. Proactive monitoring detects when customers are getting frustrated or need further assistance, and the system will automatically offer a transfer to a Sales or Customer Services Advisor. 

Use Cases for Chatbots, Intelligent Virtual Assistants and Service Automation

Diamond 1.png

FAQs & SIGNPOSTING

Answer common questions and provide links to more detailed information, web pages, documents and collateral

Diamond 2.png

ORDERS AND TRANSACTIONS

Customers can make a variety of transactions. Make payments, check delivery times, amend or place orders

Diamond 3.png

WORKFLOWS

Drill down to really understand the intent, work through a process to give concise responses

Diamond 4.png

DYNAMIC/INTERACTIVE FORMS

Make forms more dynamic, ask questions where responses affect follow-up questions and steer your audience to the end goal

Bulb.png
Diamond 5.png

IDENTIFY AND ENGAGE LEADS

Whether your audience visit a certain webpage or say something specific, your workflows can push them down routes that help progress the sale.

Diamond 6.png

QUOTATIONS

Capture information, look-up details and provide automated responses

Diamond 7.png

UPSELL OR CROSS SELL

Move prospects down the sales funnel.  Offer free trials, suggest new products and upgrades.  Transfer to sales advisor

Diamond 8.png

APPOINTMENTS/MEETINGS

Automate the set up, amending or cancelling of appointments, with integrations to Calendars and CRM

Fast-track your service automation journey

Create, build, edit, view, and test your FAQ's and workflows within days

To fast track the set-up of an automated system and reduce costs we have simplified the processes. Below are some example steps for introducing automated webchat, such as a Chatbot, and start testing in a day! 

1

Use the no-code portal to design your chat client. Customise your icons, pop-ups, buttons, colours, fonts, headlines and greeting messages to tailor it to your company brand

2

Choose from hundreds of sample FAQ and workflow templates or create and edit your own through a no-code/low-code portal. Try the example flows that are easily edited or ask a common question to see further examples

3

For connecting your workflows to enterprise data use our standard connectors into housing management and CRM systems or use the low-code Integration Designer to simplify the process automation

4

Test the FAQ's and workflows on the web pages provided, get feedback from different teams and friendly customers. Where using speech, call into the test number and speak with the service and ensure it understands all words, phrases and dialects and retune as necessary

5

Apply a line of code to your website and apply the changes to your telephony system to integrate with your systems

See our Virtual Assistant in action in a housing environment, including workflows.  Discover how you can seamlessly blend automated responses with live agent hand-off including context and transcripts.

You can also request a personalized live demo where we can show you the most relevant features and functionalities based on your business sector and individual requirements.