Digital Reception / Contact Deflection & Automation Solutions for Voice, Live Chat and Email
As the COVID-19 pandemic swept the globe in early 2020, forcing businesses to close their physical locations and accommodate staff as they were mandated to work from home, businesses urgently prioritized automation and digital self-service projects, spurring increased adoption of Conversational AI and chatbot solutions. As inbound requests surged for many businesses, the need for more automated digital engagement options for both customers and employees became a high priority.
Now that businesses are emerging from the pandemic restrictions, companies that launched conversational AI solutions have reaped successful business results that have spurred them on to deploy the technology further and across different use cases.
ServisBOT's Digital Reception/Contact Deflection Solution diverts inbound queries via phone, email and live chat from overburdened traditional channels to digital channels where one can use AI and automation to respond to simple queries without human intervention, gather data for more complex queries for hand-off to a human and better prioritize work for your agents.
Contact Deflection and Automation Solutions help customers:
- Effectively contain/resolve large inbound contact volumes or increases in contact volumes as a result of changing dynamics (the pandemic, for instance).
- Provide 24/7 self-service for answers to common queries without the costs
- Improve service quality and CSAT through better service levels and consistent responses
- Prioritize inbound requests based upon what’s critical to the business
- Assist during peak hours when long wait times are hurting your customer satisfaction
Digital Reception/Live Chat Automation: Achieve up to 75% resolution (containment) on queries using bot automation and experience 20+% improvement in agent productivity by using chat assist.
Phone/IVR: Experience 30—40% call deflection rate during peak hours and 20%+ permanent deflection through automation.
Email Automation: Activate automated response and resolution for 40—60% of all inbound email queries within moments of receiving the request
- Automating 60% of Live Chats using an AI Powered Digital Assistant
- AI Bot Achieves 75% Containment on Borrower Queries
- Case Study Slides: Spin up a Bot in 48 Hours to Help with Call Deflection and Automating Responses A Case Study: The AA Ireland and ServisBOT