AI for Customer Care
AI for Call Centers, Customer Care or Contact Centers: Redefining the future of Customer Services with AI.
High quality and personalized customer service is becoming a key challenge for enterprises.
Contact centres play an increasingly strategic role. Call centers represent a significant weight on businesses, up to 7% of operational costs for a CAC 40 company.
However, only 8% (source: “Closing the delivery gap” – Bain) of customers think they receive a superior quality service by calling a contact center.
Artefact is building the call centers of the future: 3 AI-powered solutions for 3 benefits:
- Improve customer satisfaction: Ensure ensure a better level of customer satisfaction throughout the call centre chain
- Improve quality of service: Coach each of your agents with personalised insights to improve the quality of service
- Reduce operational costs: We work with you to automate low added-value requests to focus on more complex tasks
Michel TOURNIÉ - 数字和数据项目负责人，MAIF
Client Case: Speech Analytics solution with MAIF , insurance company.
"Artefact 开发了自然语言处理 (NLP) 算法，以了解客户来电主题。它帮助我们确定了要在 MAIF 网站上开发的新的自我保健功能。得益于此，我们通过对客户来电的分析，深入了解了客户的真正需求"。
关键优势
- 1.3M calls (20%) calls identified as avoidable because they are low added-value requests for the agents.
- +15 new online features to be integrated in the selfcare roadmap that answer these low added value requests.
语音分析：从你的通话记录中产生可操作的业务洞察力
我们帮助你分析客户或代理的对话，以了解为什么会有电话产生。然后，我们推荐流程和结构来尽量减少这些问题。我们提供什么。
- 联系的原因：我们了解客户接触你的联络中心的原因并预测他们的需求。
- 客户满意度：我们衡量客户满意度，找出并解决客户不满意的根本原因，防止客户不满意。
- 质量监测：我们评估代理人的表现，以帮助他们提高服务质量。
Value: Avoid up to 20% of calls by addressing new customer needs with more than 15 new online features identified from customer call insights.
人工智能教练：用语音助手实时帮助你的代理人
- Customer request Diagnosis: Reduce the time needed by your agents to identify customer issuers.
- Script walkthrough: Make sure the agent follows the correct contextualised resolution pattern.
- Information retrieval: Automatically display the information requested by the customer.
Value: +10% of first call resolution rate (Artefact client Average).
AUTOMATED SUPPORT: automate first level support and pre-qualify complex requests
鉴定客户请求：取代传统的 IVR 系统，用于接待客户和鉴定呼入请求。
回复简单请求：自动为所有低价值请求提供一级支持。
将请求转给最合适的代理：识别并将更复杂的请求转给最合适的代理。
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Case-study on the pharmaceutical industry
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