Imagine a world where every customer interaction is perfect, seamless, and personalized, regardless of the communication channel used. This is what we aspire to achieve in today’s business world, where the demand for exceptional omnichannel experiences is constantly increasing. However, the reality is that many companies struggle to offer this unified experience, facing technical and operational challenges that hinder their path to excellence in customer service. This is where Conversational Artificial Intelligence comes into play, along with our innovative solution: Big AI, an integration and orchestration framework developed by Plusnet Solutions, aimed at simplifying the management of voice and text channels with cognitive systems in multi-vendor environments.
The revolution of Conversational AI in Customer Experience
Integrating Conversational AI into customer service processes is no easy task. Companies need to ensure that the user experience is consistent across various channels, such as voice, chat, and instant messaging platforms like WhatsApp. This is where Big AI plays a crucial role.
At Plusnet Solutions, we have been in the industry for over twenty years and are already market leaders in the integration and development of technologies for Customer Experience and Contact Centers. With Big AI, we have taken a step forward in transforming the way companies manage customer service. In this article, we will explore how Conversational AI and Big AI overcome the daily challenges faced by customer service teams and open up new possibilities for a better customer experience and yes, for the Contact Center team as well.
Omnichannel without borders
One of the biggest challenges for companies is coordinating customer service across different channels and technologies. With Big AI, this coordination becomes a much simpler task as it acts as a guiding thread that connects all channels used, ensuring that customers receive coherent and efficient responses regardless of the channel they use. Furthermore, it allows companies to quickly adapt to changing market demands, eliminating the need for complex developments or long waiting times to implement changes (as its architecture is open, flexible, and scalable).
As we mentioned, Big AI not only simplifies the integration of different technologies, but also offers the freedom to choose and combine among the leading providers of Conversational AI. Imagine being able to use Nuance’s speech-to-text, Google’s natural language processing (NLU), and Microsoft’s text-to-speech on a single platform. This orchestration and combination capability allows companies to customize their solutions according to their specific needs, optimizing the customer experience.
Flexibility and data management
One of the main benefits of Big AI is, as we mentioned, its open architecture, which allows seamless integration with any backend and ensures secure access to data. Big AI centralizes information management, ensuring that the context of interactions is always available, regardless of the channel used.
In addition, it collects and analyzes vast amounts of data from customer interactions, providing valuable insights through advanced analysis and monitoring tools. This includes sentiment analysis and trend identification, helping companies continuously improve the user experience.
At Plusnet, we understand that each company is unique and has its own challenges and needs. That’s why Big AI is designed to be flexible and adaptable, allowing companies to quickly and easily test and evaluate different Conversational AI technologies. This not only optimizes the selection of providers, but also significantly reduces the time and resources required to implement and maintain these solutions.
As you can see, Big AI represents a paradigm shift in the way customer service is managed. By unifying and orchestrating different channels and business flows with Conversational AI technologies, it simplifies management and improves efficiency, providing a better customer experience.
If you want to discover more about how Big AI can transform your Contact Center, don’t miss our latest video where we explain all its features and benefits.
Contact us today and take the first step towards revolutionizing customer service with Conversational AI!