Smarter Customer Service with Deflection & AI-powered Automation

See Deflection & Automation in Action to Increase Containment Rates

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Automating 60% of Live Chat Using a Digital Assistant – Case Study

Want to boost your containment rate and alleviate the pressure on your contact center? Discover how World Remit quickly deployed a conversational Ai solution, deflecting common inbound queries to an AI bot that automated 60% of chats. Agent productivity and satisfaction increase as live agents deal with less repetitive queries and lower chat volumes.

3 Simple Steps to Call Deflection & Automation

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1. Deflect

A customer calls your busy service desk and is put in a long queue. Why not divert them to a digital channel where a Digital AI Assistant can serve them immediately, and at a lower cost?

The call is re-routed to a digital messaging channel. The customer is then sent a link where they can continue their conversation with your personalized and branded AI bot.

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2. Automate

The customer opens the Digital AI Assistant on their device and can receive service and make requests. The bot can automate the responses to common requests and perform simple tasks without requiring much integration to backend systems.

If the customer has a complex request, the AI bot can capture information, pre-screen calls, and schedule callbacks before forwarding to an agent for offline processing.

Increase Self-service Rates

3. Integrate

Already have a live chat system? Easily connect the Digital AI Assistant to your contact center to allow escalation to a human agent when the bot can’t automate the request.

With secure integrations to popular systems like ZenDesk, Genesys, AWS Connect, and various live chat products, we can log service tickets, automate follow-up via email and provide escalation to human agents.

“Channelling 60% of inquiries to self-service has dramatically reduced service costs, improved customer satisfaction and reduced the pressure on customer service staff as thousands more customers used digital money transfer services for the first-time during the lockdown.”

Senior Product Manager, International Remittance ProviderContact Deflection and Automation 2

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