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“Our partnership with Forethought and the data it provides us with has really enabled us to hone in on what our customers are asking for. Their platform gives us the ability to take apart every single ticket, look for trends, and find new ways to help our customers succeed. This insight into what our customers are asking for is a huge benefit.”
“Our contact rate is the lowest it’s been in history, it’s never been lower, even pre-pandemic. There are a few different factors that play into this, and Forethought is one of the major components of this. The reality is this is all based on a broad self service strategy.”
AnswerIQ is an artificial intelligence service in the customer support space. It uses sophisticated algorithms to read and understand all the interactions from past tickets between the customer support agent and the customer. Once implemented, AnswerIQ enables a business to intelligently classify and automatically respond to simple known issues and more importantly assist the agents with the top three recommended responses to complex questions. It works within the existing customer experience systems like Zendesk, Salesforce etc. eliminating the need to learn any new system.
DigitalGenius brings practical applications of deep learning and artificial intelligence into customer service operations of leading companies. Its Human+AI Customer Service Platform combines the best of human and machine intelligence enabling companies to deliver on increasing customer expectations. At its core are deep-learning algorithms, which are trained on historical customer service transcripts and integrated directly into the contact center’s existing software.
Netomi is the first AI platform for customer service that allows businesses to activate, manage and train AI to automatically resolve tickets, enhance agent productivity and provide a world-class customer experience. They work with global retail, travel & hospitality, telecommunications, finance and insurance companies including WestJet, Nestle and Singtel.
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