自助服务,人工智能和虚拟代理

通过语音和数字自助服务为您缔造最佳客户管理

技术改变了人们与服务交互的方式。客户不再期望在呼叫队列中等待问题解决。消费者和商业客户都期望拥有自由和跟踪其订单的工具,从而更快速地解决他们的问题或查看自己关心的信息。

IFS开创性的自然语言处理模块intelligentResponse,使服务中心能够提供客户所需的自助服务选项,同时识别和减轻代理重复耗时任务的负担。独特的是,该模块可以识别需要人工协助的部分,连接到最熟练的顾问来处理请求,并为该顾问配备特定的客户知识,以提供智能、快速的服务。

从虚拟助理、聊天机器人、知识库和动态常见问题解答到自动呼叫、电子邮件和在线聊天,IFS可以为您的企业提供最佳的自助服务解决方案。

Empower consumers with service on the move

IFS Customer Engagement™ (CE) chatbots and virtual assistants provide immediate answers to customer queries and automate a wide variety of requests, whether the customer contact is on the phone, online or via a mobile device. Gone are the days of having to repeat yourself multiple times or rephrasing your question to suit the bot. Automation uses natural language processing to deliver an informed, relevant, multi-stage conversation and process a plethora of service tasks, such as account changes, returns, refunds, orders and appointment times. If conversation becomes complex, the customer is seamlessly transferred to the best-skilled advisor to resolve the request.

Organizations are rushing to catch up and deploy chatbots but it is essential that their deployment delivers true value and can resolve the requests your customer may pose. At IFS, we take the time to work through your support requirements and ensure that you get the most out of your chatbot solution. We also integrate the channel into your contact center so that your customer service team doesn’t miss a thing!

Infographic: How to measure your chatbot’s performance

Equip your customers and agents with accurate answers, whatever the channel.

Customers demand an accurate response to their queries, first time and without delay. Meanwhile agents waste valuable time searching for relevant, up-to-date information from different databases, manuals and even other agents.

IFS Customer Engagement™ (CE) provides extensive knowledge management, which can be delivered to customers, agents, field technicians, communities or partners, by our self-service knowledge base software. Knowledge articles can be shared via websites, portals, apps and social forums using keyword search functionality to assist the customer, while diverting calls away from the contact center. Where customers contact via chat, email or chatbot, relevant knowledge content can be proactively delivered via automation. Relevancy indicators in the agent application help improve the speed of resolution for customers and encourage the use of best practice. Flexible publication controls enable users to add new content and share best practice inside and outside of the organization.

Transform service desk productivity with the latest in voice automation

IFS Customer Engagement’s voice self-service provides a simple, cost-effective solution to deliver the immediate and responsive service that today’s customer requires. It is a cloud-based subscription service that can be rapidly deployed to overlay any existing call center, service desk and CRM technology with minimal disruption.

Combining the latest in voice biometrics, speech recognition, transactional IVR, text to speech and speech recognition, voice self-service relieves call centers of repetitive queries while delivering immediate service for customers. Requests may range from changing appointment times or cancellations to checking stock availability, authorizing purchase orders or requesting replacement parts.

Download voice self-service factsheet

Transform service desk productivity with the latest in digital automation

Whether B2B or B2C, customers today demand real-time visibility of their services. Let your customers dictate their preferred channel; with IFS Customer Engagement’s digital self-service you can deliver a range of online self-service options from online portals, FAQs or ‘Contact Us’ to smart phone apps and virtual agents. Self-service options use our pioneering natural language processing module to enable multi-stage conversations and ensure delivery of faster, more accurate responses and processing.

Too many self-service options fail to deliver what customers need because they are conceived in isolation from the contact center. Our technology solutions not only offer immediate self-service but also seamlessly hand off to agents, making available the complete context behind each interaction and all relevant customer data.

Download digital self-service factsheet

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