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AI Expansion (Automating Responses to Customers (Read complains OCR for…
AI Expansion
Automating Responses
to Customers
Read complains
OCR for Customer letters
Emails
Web form complaints
AI Recognizes and intent
and generate response to agent.
Agent reviews. RPA enriches the content.
Push it to case management system.
Goals
Automated response to customer complaints letters/Emails/Web form complaints
CSR repetitive responses
IVR Process
NLP
Machine Learning Models
Automated Responses and handover to
agents if not able to handle.
Capture Data
Goals
Optimize call centre process
Capture Data from chatbots and AI
Sentiment Analysis to
speed up the process
Call Type Identification
Routing to Appropriate channels.
Skill Based Routing
Chatbots
Goals
Agents assistance
Predict Customer Behavior
Augmenting Callcentre Advisor