The Scene

Like many, this organisation has multiple channels where customers are able get in touch.

Their social accounts, webchat and direct messages are often flooded with enquiries for new sales, customer support requests or complaints.

These messages are coming in at any time of the day or week and it’s hard to offer consistent, round the clock support due to working hours and team capacity.

The organisation might be able to use basic keyword matching to determine the correct queue and priority of the enquiry but each is responded to manually and on multiple different platforms, making it hard to keep track of the customer and the final resolution.

Combined Sales and Support Scenario

Enter Iris

Iris acts as the first responder to enquiries across all customer channels. Enabling a consistent customer experience by guaranteeing an instant response 24 / 7 / 365.

In a chat based conversation that is tailored to the organisation’s brand and personality, Iris analyses initial messages from customers for intent to determine whether it is a sales or support enquiry.

Repetitive and frequently asked questions are answered by Iris using the Natural language Knowledge Base system which frees up the organisations team to solve the more complex queries.

When a conversation is handed over to the team, Iris has already determined the correct queue it should be placed in. Iris has also pre-qualified the customer, extracted their personal information and run a sentiment analysis (prioritising where necessary) to save the team time and provide all the information they need in order to handle the enquiry seamlessly.

Once the interaction between the organisation’s team and the customer is complete, the customer can be passed back to Iris to manage a short customer feedback survey.

If, for some reason, the team isn’t available to manage an enquiry, Iris is configured to manage the customer’s expectations around a relayed response.

Features Used

  • Natural Language Knowledge Base App
  • Natural Language Intent Detection App
  • Sentiment Analysis and Entity Extraction App
  • Form Capture App
  • Out of Office App
  • Handover App
  • Team Inbox

Processes changed

  • Automation of repetitive and frequently asked questions
  • Detection and differentiation between type and severity of enquiries
  • Automated routing of enquiries to the correct sales or support queue

The Outcome

By implementing Iris in a sales and customer service scenario, not only has the organisation provided customers with an instant and seamless customer service experience, it’s also reduced the cognitive load of their team and the amount of time required overall.

We believe that meaningful conversations lead to great customer relationships and having these in real time with your customers, at scale, can make all the difference for your organisation.

So why not let Iris help you connect to your customers? Get in touch today.

For every 1000 conversations, on average Iris saves 28 hours of agent time across sales and customer service enquiries.

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Talk to us about how to use Iris to engage, empower and support your customers.
Take your real-time conversations to the next level.