Laura Hyde |
Research and consulting firm Gartner has predicted that, by 2025, 80 per cent of customer service and support organisations will be applying generative artificial intelligence technology to improve agent productivity, as well as the customer experience.
IntelePeer’s AI-powered omnichannel communications solutions have been designed to do just that.
“With generative AI, consistent delivery of superior customer service is now a reality,” says Frank Fawzi, CEO of IntelePeer, which has automated over 500 million customer interactions across voice, messaging and digital channels since its inception in 2007.
“The benefits are abundantly clear,” he continues. “Customer satisfaction and loyalty are significantly improved and the amount of time a consumer spends interacting with customer service agents has dramatically decreased. Time-consuming and often frustrating experiences can now be reduced through true-to-life, conversational interactions. We view this as game-changing for brands and their customers across the board.”
IntelePeer’s SmartAgent has been designed to act like a live agent, meaning it can handle a wide range of interactions with a higher percentage of first-time resolutions and improved accuracy. The platform can respond to customer interactions in multiple languages and provides 24/7 intelligent call and message handling.
On average, it costs up to $6 for every live agent customer interaction, but IntelePeer’s SmartAgent and SmartOffice solutions cost less than 40 cents per interaction
“Integrated with Microsoft Azure OpenAI Service, IntelePeer’s communications automation platform is transforming customer service,” says Fawzi. “Through this collaboration, we aim to capitalise on the enhanced power of our platform embedded with Azure’s generative AI to entirely transform the customer experience by providing a personalised interaction in a human-like manner.”
IntelePeer’s SmartOffice is an AI-powered solution designed to achieve optimal return on investment through enhanced interaction resolution. The platform enables regional offices and retail locations to deal with inbound customer interactions without the need for human intervention, which reduces costs while maintaining a professional, hassle-free experience for customers. When necessary, SmartOffice can quickly escalate and route interactions to the appropriate department and workers with relevant knowledge, while also capturing customer context and data intelligence. The solution allows employees to focus on complex customer needs, ensuring the interaction is rewarding for the employee, customer, and business itself.
Organisations wanting to utilise IntelePeer’s solutions often start with a Customer Interaction Intent Study, which enables the company to develop a personalised roadmap for implementation. The study securely analyses up to 20,000 calls over a two-week period to determine and prioritise which type of interactions can be automated.
“What makes IntelePeer’s Customer Interaction Intent Study stand out from what other companies are doing is our ability to complete the analysis in two weeks, as well as the fact it’s not limited to the contact centre but can be conducted on customer interactions across the entire enterprise,” says Fawzi. “Our methodology allows businesses to shift focus toward high value revenue-generating customer interactions, delivering immediate cost savings realised within the same quarter as deployment.”
IntelePeer’s communications solutions deliver AI agents for industries including healthcare, insurance, utilities, retail, financial services, and transportation and logistics. “Our solutions are merely the tip of the iceberg of the impact that AI will deliver to communications automation and customer service,” says Fawzi. “Our solutions address the very real problem of lack of available talent within the customer service industry. By automating the repetitive and routine calls, live agents can focus on the more complicated and more fulfilling customer enquiries.”
This article was originally published in the Summer 2024 issue of Technology Record. To get future issues delivered directly to your inbox, sign up for a free subscription.