Smart chatbots which simulate real conversations to help meet demand
When all around is chaos and confusion, your customers expect you to be there for them, providing fast accurate answers to queries, setting their minds at rest with no fuss, no bother.
Planning for expected spikes in customer contact is standard operational practice. But, as we’ve found in recent months, if you haven’t factored the “unknown unknowns” into your plans, you’re putting your relationship with customers, and reputation for customer service, at risk.
With Conversation AI, your website becomes the first port of call for urgent enquires and basic information and advice. Instead of inundating your contact centre, and disrupting BAU, customers have the option of connecting with you via smart chatbots pre-loaded with relevant and continually updated information - anytime, day or night.
Because it replicates the flow of a ‘real’ conversation by taking context and customer intent into consideration when framing responses in fluid, natural sounding language, customers engage easily with Conversational AI. Conversational AI allows you to handle fluctuating call volumes with minimal effort and at far less cost, not only financially but in terms of the damage inadequate or unreliable customer service can do to your customer relationships and reputation.
It’s simple to deploy and has minimal impact on resources. With a few lines of code and information from trusted sources, you can have it up-and-running within a day. It can scale quickly and easily to deal with any unexpected increase in contact volume.
Keeping information used by the chatbots up to date is simply a matter of inputting updated content into your CMS and publishing it on your website. Our Conversational AI tool is equally effective answering general service and support queries or helping customers understand their options before making a purchase. It can handle most customer issues but, when it can’t help, Conversational AI will connect the customer to the appropriate department or agent.
Conversational AI will help you improve customer satisfaction at the same time as reducing call handling time, minimising the strain on your contact centres and reducing cost to serve.
The solution |
Conversational AI |
| What is it | Conversational AI is a smart chatbot which gives your customers direct access to personalised information and advice from your website. Conversational AI means you’re always there when customers need help. |
| How it helps | It allows you to improve customer satisfaction, reduce the cost to service and call handling times and maintain BAU while deal with fluctuating call demands. |
| Features include |
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| Who's it for | Any organisation with contact centres providing customer service and support. |
| Getting started | With a few lines of code and the right content from trusted sources, Capita's conversational AI tool can be up and running on your website within a day. |
01
Improves communication, boosts customer
Allows customers to find fast answers and support by connecting with you via smart chatbots pre-loaded with relevant and continually updated information - anytime, day or night.
02
Flexible, scalable and adaptable
Easily scalable, allows you to handle unexpected increases in call volumes, and ensure your contact centre isn’t overwhelmed, with minimal effort and expense.
03
Fast implementation
Fast, simple deployment using a few lines of code and information from trusted sources.
04
Updating information is easy
Keeping information used by the chatbots is simply a matter of adding new content to your CMS and publishing it on your website.
05
Encourages customer engagement
Encourages customers to engage in a ‘real’ conversation that uses natural sounding language and takes context and customer intent into consideration.
06
Never leaves a customer query or problem unresolved
If it can’t provide a comprehensive response, Conversational AI will analyse the customer’s requirements, and assesses expertise and availability before diverting customers to the appropriate agent.
