Integrating Conversational Artificial Intelligence into customer service represents a challenge for many companies. Nowadays, we find the need to offer a seamless and consistent experience across all communication channels, whether it’s through voice, chat, or even platforms like WhatsApp. (Yes, the omnichannel approach we all want).
In this scenario, one of the biggest problems facing companies is the difficulty of unifying the user experience across different channels. Additionally, the integration of Conversational AI technologies has also brought many headaches to customer service teams.
As leaders in the integration and development of technologies focused on Customer Experience and Contact Centers, at Plusnet Solutions, we understand firsthand the complexities and challenges that companies face in managing customer service. That’s why we developed Big AI, our integration and orchestration framework aimed at simplifying the management of voice and text channels with cognitive systems in multi-vendor environments.
In our latest video, we show you how Big AI works, so you can’t miss it to better understand how Big AI can transform the customer experience and simplify customer service processes in your company:
What does this mean in practical terms? Let me explain:
Omnichannel, information flow management, and freedom in multi-vendor environments
Every day, the business teams of many companies constantly encounter challenges in managing customer service. On the one hand, they must deal with the need to make frequent changes and adapt to changing customer demands. This involves coordinating with different technical teams, increasing the complexity and time required to implement new solutions as they depend on complex developments or have to wait to make any changes or modifications.
Moreover, ensuring a consistent experience for the customer across various channels is complicated, as each channel may be associated with different technologies.
In this context, Big AI integrates and adapts to any client or market system and acts as a link between different channels, business flows, and various Conversational AI technologies.
This means that no matter which channel the customer is using, it allows you to offer consistent responses from wherever they are.
Additionally, Big AI manages the flow of information between all the technologies and solutions involved, ensuring smooth and coherent communication between different systems and agents.
Not only is it easy to use, as it allows you to create conversation flows intuitively and efficiently (there are pre-designed and parameterizable options), but it also gives you the freedom to test, choose, and combine among the main Conversational AI providers according to specific needs. For example, you could combine Nuance’s speech-to-text, Google’s NLU, and speak to your client with Microsoft’s text-to-speech. Sounds good, right?
Orchestration platform, open architecture, and infinite data
If we focus on the problems that technical teams most often face, the diversity of technologies and platforms used to manage customer service complicates their work. Each technology may have different requirements and processes, making integration and coordination between them difficult. This translates into an increase in the time and resources needed to implement and maintain Conversational AI solutions.
The lack of a centralized platform to orchestrate these processes also adds complexity and can lead to compatibility issues between systems. And as you can imagine, this is solved with Big AI: our framework provides a comprehensive solution by integrating and orchestrating different channels and business flows with Conversational AI technologies. By unifying all these operations on a single platform, technical teams can significantly reduce the time and resources needed to implement and maintain these solutions.
Furthermore, its open architecture allows it to integrate with any backend, ensuring controlled access to data and the ability to offer a seamless customer experience. That is, the information and context of interactions will always be available in the most secure way, regardless of the channel.
Not only that, but the existence of multiple Conversational AI vendors and, consequently, all the different solutions they offer makes it challenging to choose the one that best suits the company’s business needs.
Testing and comparing different Conversational AI technologies is not as simple as it might seem, as each vendor may have its own set of tools, protocols, and unique features, making direct comparison of identical use cases difficult between them. Additionally, integrating these systems into the existing environment may require specific and customized configuration, adding more complexity to the process.
Big AI simplifies this process by providing a unified platform to test and evaluate different Conversational AI providers. Easily creating and testing conversation flows with different technologies allows identifying the optimal solution for specific business needs.
As for data and reports, Big AI collects a vast amount of information from all customer interactions and provides advanced analysis and monitoring tools that allow a better understanding of customer needs and concerns. From sentiment analysis to trend identification, these reports provide valuable information to continuously improve the user experience and optimize customer service processes.
With all this, it is clear that Big AI is the ultimate solution to standardize your channels with Conversational AI as it simplifies customer experience management by unifying and orchestrating different channels and business flows with Conversational AI technologies.
If you haven’t already, we encourage you to watch our latest video where we explain more about the operation, features, and benefits of Big AI:
And if what you need is to simplify the customer experience and improve the efficiency of your teams, look no further. Contact us today and discover how Big AI can help you!