Today, Celaton announced the release of Personalised Response, the latest artificially intelligent module for its inSTREAM™ platform.
The Institute of Customer Service recently reported that 46% of customers expect a response within 24 hours if they contact an organisation via email, with over two fifths saying the same for website contact and one third for social media enquiries. With customers demanding faster responses and resolution times, and with the bar constantly being raised on service levels, it is now harder than ever for organisations to distinguish themselves as leaders in customer service.
So how does the Personalised Response module make sure enterprises stay ahead of the game?
Personalised Response significantly extends the capabilities of inSTREAM by enabling it to present operators with the most appropriate response to send. The proposed response is based on inSTREAM’s understanding of the meaning and intent of each incoming correspondence and the enrichment of data from other data sources. Responses chosen by inSTREAM are presented to operators for validation or for them to make the final decision before submission to customers.
inSTREAM learns through the natural consequence of processing and gains confidence as a result of experience. When inSTREAM is not sure of the most appropriate response, it will suggest the all possible options for an operator to choose and subsequently learns from the actions and decisions they make, this learning helps to continually optimise the process.
It accelerates resolution times, ensuring responses are consistent and appropriate, enabling organisations to deliver better customer service faster with fewer people.
Large organisations who deal with consumers could be revolutionised by implementing Personalised Response.
We spoke to Celaton CEO Andrew Anderson back in July, after Gartner named them a ‘Cool Vendor’ in their Smart Machines report for 2016 – check out that interview here.
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