Contact Centre AI - Virtual Voice Agent
The Opportunity
Contact Centres are increasingly struggling to meet demands for 24/7, instant resolution to customer sales and support enquiries.
Virtual agents powered by conversational AI provide a cost effective means to resolve simple enquiries before they ever reach a human agent.
Insurance companies typically have a process-heavy customer service - which can easily be automated.
Mapping customer intents
We first mapped out a complete set of possible enquiries customers have about their car insurance.
This map allows us to visualise and identify grey areas in the customer experience and which queries could benefit from automation.
Prioritising through research
In order to identify the most relevant topics to automate, both for the insurance company and their customers - we prioritised the scoped intents - leveraging :
- Insights from the customer-facing team
- Enquiry volumes from the Contact Centre
- Documentary research
- User survey
Live chat with agents
Complex queries that cannot be resolved by the virtual agent are automatically escalated to a human agent. This provides the optimal customer experience, an instant response backed up by expert help if required. Find out more about our Contact Centre AI services.
Modeling intents
Based on gathered user utterances, the following language patterns were identified for the coverage information queries:
Am I covered for …?
Can I …?
Leveraging Dialogflow
We created a solution that integrated with their existing contact centre platform. Leveraging Google Dialogflow's Contact Centre AI platform it allows simple enquiries to be managed by a virtual agent and escalates complex enquiries to a human agent.
- Conversational Management
- Dialogflow Gateway Integration
- Customer Database Integration
- Live-agent handover
Impact
Instant, 24/7 support has been proven to create happier customers and reduced costs
The solution is being expanded to cater for additional languages in other countries
The range and complexity of enquiries that the system can deal with is being continually expanded
Technologies
Voice Automation for Contact Centres
The platform integrates with leading contact centre platforms - maintaining a simple, integrated technology stack
Powered by Google
Google Dialogflow CCAI to provide NLP and voice capabilities on this solution, benefitting from ongoing platform improvements from Google.
Fully managed service
We provide a full implementation and ongoing management service. This means we can train the platform over time, increasing the accuracy and sophistication with each interaction.
Other Projects
Sales and Marketing Automation with Chatbots
Find Out More
Contact Centre AI - Hospitality
Find Out More