The chatbot built in just two weeks for Redbridge Council over Christmas has helped reduce contact centre call volumes by 25%. At it’s peak on January 2nd the bot handled 185 unique sessions and over 1600 messages. You can read an article about it in the Ilford...
SPF Private Clients Finding diamonds in the rough: harnessing AI solutions to identify the best mortgage leads The UK’s Help to Buy scheme helps first-time buyers onto the property ladder – and floods mortgage brokers with complex and time-consuming mortgage...
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Technology Needs
Avoid vendor lock-in
Reduce point-to-point integration between front and back-end
Reuse to make IT investment go further
Engage with business users around their tech choices
Begin to implement new and emerging tech
Abstract underlying systems and vendor NLP from interfaces
Use Hub to route conversations to the correct system or escalate to human
Create and own assets and integrations and reuse across applications
Create and own the conversational strategy across the organisation
Use data captured to train ML/AI systems
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Business Needs
Better Customer Experience
Engage with IT around new Tech
Reduce customer service costs
Scale digital across business
Make better use of customer data
Seamless interaction through any channel
Reduce cost and simplify management of conversational systems
80/20 rule – handle the majority of requests without human
Create once and use across domains to scale digital transformation
