Customer service teams look to resolve customer queries as quickly as possible. Research also showing customers are happier to engage with an automated system to solve a simple request immediately rather than waiting for a person when it results in a fast resolution.
There are internal and external factors that influence different customer service scenarios and a company's ability to provide their customers with a positive experience. By interpreting and then tailoring the interaction the customer has, the company has an opportunity to dramatically improve their customer satisfaction.
60+% of customer service become fully automated.
Iris is a real-time conversational AI solution that helps scale customer service enquiries by understanding the customer’s intent and designing the interactions to solve through a fully automated flow, hybrid human-AI pre-qualification or immediate human handover based on different scenarios. Current clients have seen 60+% of customer service interactions become fully automated, dramatically reducing their resolution times and increasing customer satisfaction.