The Complete Digital Contact Centre Solution
The ultimate online CX solution for contact centres includes a blend of conversational AI, self-service tools powered by Natural Language Processing (NLP), an intelligent knowledge base and intuitive agent workspaces.
Through automation and escalation, our contact centre clients can handle queries in the most optimal way, helping:
- Reduce contact centre overheads
- Boost agent productivity
- Encourage Employee Satisfaction
- Enhance CX
- Promote CSAT
- Drive overall business efficiency
Automate FAQs Using Conversational AI
Our AI-powered conversational chatbot, Xan proactively offers assistance to your site visitors during critical touchpoints in the user journey.
When help is offered can be configured by you – whether that’s when a certain time condition is met or when a particular page is hit.
Xan utilises powerful Natural Language Processing (NLP) to analyse every element of the user query in order to understand intent.
A chatbot is therefore the perfect contact centre assistant – automating routine queries that would otherwise reach the contact centre and contribute to costs associated with query handling.
Handle 20% of routine queries using an intelligent bot.
Seamlessly Escalate To Agents When Necessary
When a user requires additional help from an agent, your chatbot seamlessly escalates them to live chat or directly to the contact centre.
Using sentiment analysis, Xan automatically escalates users based on the keywords that are being used – all of which is configurable by you.
Not only does this help solve complicated user issues quicker, contributing to CSAT but it streamlines the otherwise fragmented and repetitive user journey.
With AI dealing with routine tasks, agents have a greater capacity in which to deal with issues that are complex by nature, boosting CSAT but also adding to job satisfaction.
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