Have you ever wondered what a world where every customer interaction is smooth, personalized, and perfect would look like, regardless of whether we communicate via phone, chat, or even WhatsApp? This is the goal every company strives for today. But of course, achieving it isn’t easy. Many times, companies face technical and operational challenges that make offering a unified experience across all channels difficult. This is where Conversational AI and our tool Big AI play a key role—an approach we’ve developed at Plusnet Solutions to simplify managing different communication channels in multi-vendor environments.
If you’ve ever wondered how companies manage to offer a coherent and effective service across various channels, the answer is that Conversational AI is the key. And with Big AI, we’re not just taking a step forward—we’re creating a much easier and more efficient way for businesses to adapt to the evolution of customer experience.
Omnichannel: a seamless experience
One of the biggest challenges companies face is coordinating customer service across various channels. This is where Big AI works its magic. Imagine that all channels—whether it’s phone, chat, email, or social media—are connected and managed through a single platform. This way, it doesn’t matter whether a customer writes to you on WhatsApp or calls you on the phone; they will always receive a consistent and effective response.
But the benefits go beyond just customer experience. A study revealed that the collaboration between human agents and AI bots resulted in a customer satisfaction (CSAT) of 4.40 out of 5, which is 1% higher than issues handled only by humans and 7% better than the highest-performing CSAT channel. This integration of Conversational AI elevates service quality and ensures that each interaction is more effective and satisfactory.
Flexibility and adaptability: tailored for you
One of the most powerful advantages of Big AI is its ability to work with various AI technologies. For example, you can combine Nuance’s voice recognition, Google’s natural language understanding, and Microsoft’s text-to-speech in one platform. This flexibility allows each company to choose and customize its solution according to its needs. It’s like having a custom-made suit, but for customer service.
A look at the data: from interaction to continuous improvement
Now, Big AI isn’t just about managing conversations. It’s also about learning from them. Thanks to its ability to analyze data from customer interactions, you can gather valuable insights such as sentiment analysis and the trends shaping the industry. This not only helps improve the experience for each customer but also allows companies to make more informed decisions and continuously optimize their service.
For instance, during a period of high demand, chatbots saw a 35% increase in outgoing messages, while human agents’ messages only increased by 8%. This allowed agents to maintain the quality of their work without a drastic increase in their workload, resulting in a significant improvement in operational efficiency.
Why Big AI is the key to a more efficient future
At Plusnet Solutions, we’ve been in the industry for over 20 years, and we know that each company has its own challenges. That’s why Big AI is designed to be as flexible as possible. We like to say it’s a future-proof tool. If you decide to implement it, it will allow you to quickly test, compare, and choose from the best Conversational AI technologies—all without hassle.
How it can improve your Contact Center
Imagine having all these benefits in your Contact Center: a seamless omnichannel experience, greater efficiency in processes, better control over data, and most importantly, a much more personalized experience for customers. That’s what we achieve with Big AI.
If you’d like to learn more about how this solution can transform your customer service management, don’t miss our explainer video. And if you have any questions or need assistance, we’re here to help!