The ideal customer experience hasn’t changed that much, in its essence the best experience is the one where the customer reaches their desired outcome with as little friction as possible (Hubspot). What has changed is, how customers reach that outcome and how organisations deliver it.
Puzzel, the leading European provider of cloud-based contact centre solutions, today announced its partnership with innovative UK provider of Conversational AI solutions, Humley. The addition of Humley to Puzzel’s marketplace will enable businesses to transform their customer experience through enhanced self-service.
How Intelligent Automation is delivering true omni-channel experiences for customers & contact centres
Businesses need a solution that enables them to deliver a connected omnichannel experience to customers. Intelligent Automation could offer such a solution, combining Digital Workers (RPA) with other smart technologies such as Conversational AI Assistants, to deliver enhanced self-service through creating a unified hub for information and performing key tasks.
Humley, a UK-based Conversational AI software provider and VKY, an Intelligent Automation and RPA services provider, today announced their partnership to deliver innovative solutions to transform customer services and contact centre support for organisations.
Humley’s Conversational Assistants enable Shared Service teams to focus on the tasks that really matter, delivering strategic business value through automating repetitive and manually intensive tasks, giving employees instant access to all the information and processes they need in the channels they use.
Webinar: How Intelligent Automation is Delivering True Omni-Channel Experiences for Customers & Contact Centres
Find out how Intelligent Automation is transforming customer and contact centre experiences in our latest webinar co-hosted by Blue Prism, RPAi, and Humley.
With so many successes within back-office process automation, RPA has now turned its attention to more user lead experiences creating a major shift to front office automation.
Conversational Assistants can be deployed to a wide variety of communication channels from mobile and voice to social media platforms, meaning organisations can support their customers regardless of how they choose to interact with them.
There is a solution to help reduce the pressure on contact centres by enabling customers to more effectively self-serve and manage their requests without the need for human support. Conversational AI is the next evolution of chatbots, providing enhanced capabilities through its utilisation of Machine Learning and Natural Language Understanding and in the case of Humley’s solution, actionability through integrations with RPA and internal business systems.
The digital age is upon us. With the increasing popularity of digital communication channels, primarily driven by social media and the 24/7 service culture. But there remains the challenge for many businesses of how-to better support and engage with the generation that the digital revolution missed.
Conversational AI enables utilities and energy providers to deliver increased levels of support and enhanced customer and employee experiences regardless of the time of day or the complexity of the query.