By Nicholas Burden , Senior Technical Evangelist And Alexander George , TensorIoT AI/ML Practice Manager

Providing excellent customer service is a cornerstone of any business, and in an age of viral information sharing, negative experiences can have a massive impact on your bottom line. 

Customer contact centers are critical to give your customers assistance in purchasing, resolve complaints, and support brand loyalty. Many companies are unsure of the ways that advanced technology can actually help improve their contact center or where to start, which is why TensorIoT specializes in helping businesses migrate their contact centers to the cloud. TensorIoT can help your company improve efficiencies, automate basic processes, and make your contact center more intelligent. 

TensorIoT delivers Conversational AI-powered self-service, providing seamless support across both voice and digital channels to create an engaging and responsive experience for your users. When your clients can quickly access frequently requested information through self-service, your agents are freed up to focus on handling complex cases that require human guidance for resolution. TensorIoT can also incorporate automated call transcription services, sentiment analysis, and guided workflow scripts to help your agents handle the most difficult customers quickly and painlessly. By incorporating all these elements into an intelligent call center system, TensorIoT CCI solutions elevate your customer service experiences while helping to lower operating costs. 

Let’s look at three successful contact center intelligence projects that TensorIoT has already delivered to clients. As a company, we utilize Amazon Web Services (AWS) cloud, AI, and analytics capabilities to improve the customer/agent experience and give businesses insight into their contact center. 

In the first project, a financial technology and bank holding company that wanted to gain insights about the incoming calls to their contact support center. They were receiving a large volume of calls to their support line, but lacked the tracking and recording to identify areas for product enhancements, and needed self-service options to reduce call center volume. TensorIoT designed an automated call transcription process that reviewed calls for classification, sentiment analysis, and extract key phrases the customer was calling about. Not only does our client have the call center metrics, but they also have the ability to dive deeper into individual calls and see what the key phrases and transcriptions were for each call. There was also a link to the original audio file so management can playback the audio for review. 

This next project was a large credit reporting company that wanted to reduce customer call times and free up agent staff by implementing a self-service Interactive Voice Response (IVR) to automate the process for filing a dispute on a credit report. TensorIoT helped create the main self-service IVR system along with adding machine learning components to help improve the IVR bot performance over time. This solution required integrating with the client’s internal system to allow the IVR to retrieve specific customer information and credit data, and gave the client the responsive automated process they needed to improve their call center productivity.

The final project we’ll discuss here was developing a Remote Patient Assessment program for a biotech company that specializes in neurological disease treatments. The customer had developed an assessment that people could take to potentially detect early signs of Alzheimer's, but they needed the assessment to be available in both chat and voice via their website and connect contact center. TensorIoT created a chatbot to handle the self-assessment for early Alzheimer’s detection along with a supporting website and call center. TensorIoT also gave the client Amazon QuickSight dashboards and analytics to improve their website and contact center as well as provide metrics regarding drop off rates and technical issues.

These projects are just the beginning. TensorIoT is looking to bring contact center intelligence solutions to your business, so contact us today to learn more! We’re here to help migrate your IVR to a conversational experience and improve call deflection, implement an “agent assist” to make your agents more productive and give your customers a better experience by helping your agents find the right information at the right time, and provide in-depth call analytics so your team can understand what’s happening in your call center in real time as well as analyze trends over time.