MIND CALL CENTER APPLICATIONS

IM.MIND® is a framework to quickly develop and effectively implement self-service applications for interactive services in the Call Center. Several application templates are available to allow rapid deployment of Natural Language services in Call Center operations.

IM.Alice is an Automated Attendant that answers incoming calls; it can be configured and managed by the company through an end-user web tool.

IM.Call Steering provides an interface to receive incoming calls, understands the request and transfers the call to the appropriate service point, automatic or assisted. Thanks to Natural Language Understanding (NLU), call transfer is done effectively and improves the user experience while reducing handling costs. Voice interface design focuses on the caller needs, thus minimizing the risk of abandoned calls (hang-up); our Natural Language Solutions Group has built up an extensive experience in development of such interfaces; IM NLU automated services currently measure ​​abandonment rate values less than 10%.

IM.EMMA®, the email response management solution, uses a knowledge base and semantic rules to determine the meaning of the message or request; the response is generated and sent directly to the user, unless the confidence level is less than a pre-defined threshold: in this case, original message and response are routed to an operator.

Script Adherence works on recorded calls and is used to check if the words spoken by the CSR during a call are coherent with script she/he is supposed to follow for a given transaction/task. This application helps to verify the quality of service and guarantees, for example, the correctness of sales processes.

Sentiment Analysis can identify and extract subjective information from a speech or text. Mood can be determined in real time; for example, when a customer is upset or disappointed, a notification can be sent to the CSR to suggest a different approach.

VIRTUAL AGENTS TASKS

Virtual Agent tasks in Customer Service Automation may be classified as follows:


Mixed initiative – Interactive, conversational services (when both parties in the dialogue may ask questions and drive the conversation)

  • Automated attendant
  • Call Steering/Routing
  • Personal transactions (booking, info updates, ...)

System initiative – Recording (when the system ask questions or delivers infomation or records the interaction process)

  • Call Recording (IM.Recorder)
  • Customer Satisfaction Polling
  • Notifications
  • Verbal ordering

 

Supervision of interactive processes (when the virtual agent acts as a third party in the dialogue between customer and CSR)

  • Call summary support
  • CSR wingman
  • Keyword interception
  • Real-time monitoring

Analytics

  • Voice data mining
  • Statistical and performance analisys