Companies across industries are adopting a more customer-centric approach, resulting in a rethink of their consumer engagement strategies. Executives are increasingly more aware that customer interactions and associated experiences are critical in shaping perceptions of the company and its products or services. Today’s consumers are omnichannel, and they want seamless transitions and a consistent experience from one channel to the next. Customer-first businesses excel at personalization and ease of resolution of requests giving them an edge over the competition.
Understanding the importance of the customer experience
Consumer demands have required technologies to adapt quickly to meet growing needs for digital interactions. Individuals who enjoy the benefits of a digital journey, such as streaming a movie, online check-in for travel, or online banking transactions, have options for how they engage but gravitate towards digital channels.
At Intrado, a global leader in communication technology, we recognize this shift, and recently introduced Mosaic, an AI-powered customer service platform designed to meet evolving consumer demands and expectations. Using advances in artificial intelligence and predictive intent consumer data, we’ve developed an Intelligent Virtual Assistant (IVA) that understands conversational dialog and can solve intricate customer inquiries with a high level of efficiency and accuracy.
This state-of-the-art IVA can schedule appointments, answer billing questions, refill prescriptions, and advance the consumer to the most efficient “next best action” to resolve the customer inquiry. Think of it as having your best contact center agent in all channels.
Optimizing self-service with machine learning (ML)
Using machine learning (ML), Mosaic is able to accurately anticipate the reason for contact, increasing prediction accuracy from 45% to 70%. The best part of ML is the platform continues to learn and evolve, further understanding why each unique customer is engaging, and how to successfully resolve each inquiry in the most efficient way. With predictive intent, we are able to enhance the personalized experience.
Value-add to both the consumer and your business
Predictive intent, paired with AI-powered technology, is a game-changer for any business. Now with Mosaic, our modern conversational platform, you can:
- Start-continue-finish the customer journey in every channel, including lower-cost channels
- Save costs with self-service capabilities, which decrease the demand for agents in the contact center
- Increase customer satisfaction and improve retention rates
- Easily buy, implement and maintain even with the most complex business needs
- Maximize efficiency and drive a healthier bottom line
For more information, visit www.intrado.com/customer-experience.