Smarter Customer Service with Deflection & AI-powered Automation


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Deflect Customers to Digital Channels where an AI Bot Automates Responses 

During the current COVID-19 crisis, your contact center may be dealing with managing remote working models for your agents while experiencing increased inbound inquiries via phone, email, or live chat from your customers. With a thoughtful but simple AI Bot solution that deflects and automates you can take care of both your customers and agents.

3 Simple Steps: Deflect, Automate, Integrate


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.

Contact Deflection and Automation 1

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.

See a Call Deflection Bot in Action

“Call deflection using a Digital AI Assistant takes the pressure off agents while still dealing with common customer requests that can be fulfilled by pointing to a self-service channel where customers can cancel bookings or find responses to common queries. We launched our solution in 48 hours and are seeing an 11% deflection rate.”

Director of Contact Center Transformation, Irish InsurerContact Deflection and Automation 2

Looking for an Easy Solution to Deflect Calls, Emails, and Live Chat?
Discover the Combined Power of Deflection plus AI Automation

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