Our commitment together with technology partner Sinch
ZERO CUSTOMER EFFORT AT EVERY STAGE
OF THE CUSTOMER JOURNEY
IF SO, PLEASE CONTACT US. WE WILL THINK ALONG WITH YOU.
Want to know how we can partner with Chatlayer by Sinch to support you in deploying conversational solutions?
Chatlayer from Sinch Sparkcentral =
managed asynchronous conversations
We are linking Chatlayer, an AI chatbot solution from Sinch, to Hootsuite Sparkcentral. Why? To manage conversations even better and add live interactions with employees. In Chatlayer, we design the chatbot's chat conversations and conduct them automatically. The human interactions, i.e. the ability to chat live with an employee, we conduct through Hootsuite Sparkcentral. With a single central dashboard for employees to have conversations across all channels and maintain context. Together, the two platforms are a good marriage.
IMAGINE THIS SITUATION
Your regular customer Denise wants to change her contact information and decides to log into the self-service portal provided for that purpose. Denise can't figure out what to do and asks the chatbot for help. And since Denise is logged in, she has already confirmed her identity. But once Denise opens the chatbot, does the bot recognise her? And is the bot smart enough to understand for itself what Denise is trying to do?
To help our clients achieve excellent customer experiences, we work with a number of carefully selected technology partners. Partners who invest in long-term collaborations with us. One of these partners is Sinch.
Together with Chatlayer by Sinch, we support our clients in creating intelligent, automated customer conversations. Through popular channels such as WhatsApp, Facebook Messenger and SMS. But also through progressive solutions, such as chatbots and voicebots based on artificial intelligence.
To ensure that both your customers and employees reach their goals with minimal effort, we help you to create a road map. This road map helps our customers to form customer service concepts and customer contact strategies. Which we use to make digital really personal.
Source: Capgemini – Smart Talk – Conversational Interfaces 2019
58% of IT leaders believe voice technology helps customers save time.
Nearly 17% of customers gave their AI interactions a 10/10 rating.
40% of consumers cite multiple communication options as the most important feature of a company's customer service.
Be where your customers are
Responding to the future with the voicebot
In addition to advanced chatbot technology, voicebots are becoming increasingly powerful and smart. This allows you to grow from a call center with IVR or Voice Assistant to a conversational voicebot that uses artificial intelligence to understand customers individually and guide them to a solution. With powerful speech and language recognition, this is a great tool to serve your customers quickly and well.
Chatbots with AI technology use the same design and logic as voicebots, but the interfaces and interactions are different. A voicebot is an AI bot that uses speech recognition to identify user commands and also provide voice responses. Your customers can then call your company, rather than chatting. Just not (directly) with a live person.
Most consumers own a smartphone that includes WhatsApp, Facebook Messenger, Instagram and SMS. As a result, your customers increasingly live in so-called messaging apps. With these apps, we are constantly in conversation with friends, potential partners, as well as businesses and agencies.
With Sinch as a partner, we ensure that your organisation can be reached through multiple channels. This gives your customers the opportunity to approach your organisation at a time and through a channel that is convenient for them. Whether that's via phone, Instagram or an integrated chatbot.
The call history and its context is stored in a single platform. This makes it easy for your customers; they don't have to repeat themselves. But it also benefits your agents. They can easily access the required customer information enabling them to provide faster, personalised support.
Recognising and understanding your customer
You want to be there for your clients when they need you. And avoid unnecessary barriers to your interaction. For example, your customers will not want to reintroduce themselves if you already have their details. And ideally, customers want you to speak their language. Literally and figuratively.
What makes Sinch's technology unique is that the reasoning behind it is not based on technology, but on human language. To properly understand your customer's intentions through a chatbot or other messaging channel, an AI model has been developed based on professors' language skills. The model is now available for 125+ languages, so your customer can speak in their own language and the bot can understand them. In addition, the model uses natural language processing (NLP), so the chatbot also understands your customer's intentions and wishes.
Too good to be true?
Not at all. It's closer than you think, thanks to our partnership with Sinch.
A chatbot based on artificial intelligence can do both:
the bot can be used contextually and personalises chat questions based on known and available data or refers to the context of the web page where the chat was started. And should Denise be unable to work things out with the chatbot, an escape is offered to a live employee. With the choice to be called back or transferred directly to a live chat.
Sinch: technology partner in crime
Our commitment together with technology partner Sinch
Zero customer effort in elke fase van de customer journey
Want to know how we can partner with Chatlayer by Sinch to support you in deploying conversational solutions?
IF SO, PLEASE CONTACT US. WE WILL THINK ALONG WITH YOU.
Source: Capgemini – Smart Talk – Conversational Interfaces 2019
58% of IT leaders believe voice technology helps customers save time.
We are linking Chatlayer, an AI chatbot solution from Sinch, to Hootsuite Sparkcentral. Why? To manage conversations even better and add live interactions with employees. In Chatlayer, we design the chatbot's chat conversations and conduct them automatically. The human interactions, i.e. the ability to chat live with an employee, we conduct through Hootsuite Sparkcentral. With a single central dashboard for employees to have conversations across all channels and maintain context. Together, the two platforms are a good marriage.
Chatlayer from Sinch Sparkcentral =
managed asynchronous conversations
In addition to advanced chatbot technology, voicebots are becoming increasingly powerful and smart. This allows you to grow from a call center with IVR or Voice Assistant to a conversational voicebot that uses artificial intelligence to understand customers individually and guide them to a solution. With powerful speech and language recognition, this is a great tool to serve your customers quickly and well.
Chatbots with AI technology use the same design and logic as voicebots, but the interfaces and interactions are different. A voicebot is an AI bot that uses speech recognition to identify user commands and also provide voice responses. Your customers can then call your company, rather than chatting. Just not (directly) with a live person.
Responding to the future with the voicebot
40% of consumers cite multiple communication options as the most important feature of a company's customer service.
Most consumers own a smartphone that includes WhatsApp, Facebook Messenger, Instagram and SMS. As a result, your customers increasingly live in so-called messaging apps. With these apps, we are constantly in conversation with friends, potential partners, as well as businesses and agencies.
With Sinch as a partner, we ensure that your organisation can be reached through multiple channels. This gives your customers the opportunity to approach your organisation at a time and through a channel that is convenient for them. Whether that's via phone, Instagram or an integrated chatbot.
The call history and its context is stored in a single platform. This makes it easy for your customers; they don't have to repeat themselves. But it also benefits your agents. They can easily access the required customer information enabling them to provide faster, personalised support.
Be where your customers are
Nearly 17% of customers gave their AI interactions a 10/10 rating.
Recognising and understanding your customer
You want to be there for your clients when they need you. And avoid unnecessary barriers to your interaction. For example, your customers will not want to reintroduce themselves if you already have their details. And ideally, customers want you to speak their language. Literally and figuratively.
What makes Sinch's technology unique is that the reasoning behind it is not based on technology, but on human language. To properly understand your customer's intentions through a chatbot or other messaging channel, an AI model has been developed based on professors' language skills. The model is now available for 125+ languages, so your customer can speak in their own language and the bot can understand them. In addition, the model uses natural language processing (NLP), so the chatbot also understands your customer's intentions and wishes.
To help our clients achieve excellent customer experiences, we work with a number of carefully selected technology partners. Partners who invest in long-term collaborations with us. One of these partners is Sinch.
Together with Chatlayer by Sinch, we support our clients in creating intelligent, automated customer conversations. Through popular channels such as WhatsApp, Facebook Messenger and SMS. But also through progressive solutions, such as chatbots and voicebots based on artificial intelligence.
To ensure that both your customers and employees reach their goals with minimal effort, we help you to create a road map. This road map helps our customers to form customer service concepts and customer contact strategies. Which we use to make digital really personal.
Sinch: technology partner in crime
Too good to be true?
Not at all. It's closer than you think, thanks to our partnership with Sinch.
A chatbot based on artificial intelligence can do both:
the bot can be used contextually and personalises chat questions based on known and available data or refers to the context of the web page where the chat was started. And should Denise be unable to work things out with the chatbot, an escape is offered to a live employee. With the choice to be called back or transferred directly to a live chat.
IMAGINE THIS SITUATION
Your regular customer Denise wants to change her contact information and decides to log into the self-service portal provided for that purpose. Denise can't figure out what to do and asks the chatbot for help. And since Denise is logged in, she has already confirmed her identity. But once Denise opens the chatbot, does the bot recognise her? And is the bot smart enough to understand for itself what Denise is trying to do?