Automate interaction processing

Automate the processing of certain customer interactions aims to efficiently absorb the growing volume of customer requests while reducing response times. The integration of bots and other self-care bricks to manage repetitive tasks frees up advisors’ time for more complex requests.

The challenge? To maintain a quality customer experience, with a good balance between automation and human contact to avoid depersonalizing the customer experience. customer relationship management.

With the Eloquant Customer Experience Cloud Platform, you can automate customer interactions interactions, integrate AI at the right moment in the customer journey to relieve or assist your advisors, define an automated an automated customer journeyYou’ll be able to manage service quality, motivate and engage your advisors, and increase the productivity of your customer service department.

Issues

Productivity improvement

Automating the processing of simple and recurring queries enables advisors to manage customer interactions proactive actions, but also to absorb peaks in activity without additional resources and costs.

Maintaining service quality

To avoid any deceptive effect, the automation of customer relations must guarantee a high level of service despite the reduction in human intervention. Customers expect precise, relevant and personalized answers, and automation must not dehumanize the relationship.

Balancing automation and people

To maintain customer relationships, automation must not replace the advisor, but rather provide support. Bot, FAQ, IVR… The customer should always be offered the option of escalating to an advisor, particularly for the handling a customer claimto avoid getting stuck.

Technological innovation and AI

As technological innovations, such as AI, improve functionality, customer experience requirements increase accordingly. Automation solutions must therefore be scalable to maintain a high standard of service quality.

Customer data security

An automated solution for managing customer interactions handles a substantial volume of customer data and must therefore, in compliance with the RGPD, guarantee the security and confidentiality of this data, to protect this valuable and sometimes sensitive information.

Solutions

IVR

Chatbot/callbot

Personalized voices Generative AI

Generative AI agent assistance

Semantic AI

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We support 320 customers and our solutions are deployed in 123 countries. Discover some of our achievements…

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Eloquant, your Customer Experience cloud platform

A unified, centralized platform to manage, orchestrate, measure and analyze conversations with your customers. Listen to the voice of your customers and act in real time on the drivers of satisfaction or dissatisfaction to improve the Customer Experience.

Omnichannel Contact Center

Voice of the Customer / Satisfaction surveys

Case studies

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