Intelligent Voice Services
Chat Conversations
Email Customer Service
Intelligent Voice Services
Revolutionising Customer Service for a Global Airline
A leading global airline faced significant challenges in managing high volumes of customer interactions across multiple channels, including voice, email, chat, and social media. The airline struggled with long wait times, inconsistent service quality, long handling times, and customer frustration. This situation highlighted the urgent need for a comprehensive technological overhaul. Our AI-driven contact centre solution provided the integrated solution, enhancing efficiency, consistency, and customer satisfaction.
Social Media Conversations
Transforming Social Media Engagement
Chat Conversations
Revolutionising Customer Service with AI-Powered Chatbot Solutions
An eCommerce giant faced challenges with high chat volumes, leading to long wait times, inconsistent service, and customer dissatisfaction. Implementing an AI-powered contact centre solution streamlined workflows, improved efficiency, and enhanced customer satisfaction through real-time insights, automated responses, and personalised interactions.
Email Customer Service
AI-Boosted Email Management for Airline Customer Service Efficiency
A leading global airline carrier faced significant challenges in managing high volumes of customer interactions, particularly emails. This resulted in long wait times, inconsistent service quality, lengthy turnaround times, and customer frustration.
Solutions Implemented
Scicom deployed state-of-the-art technology, fully integrated, to transform the airline’s contact centre into a model of efficiency and customer satisfaction.
- Our intelligent IVR system uses AI and machine learning to provide personalised customer service experiences. It identifies repeat callers and personalises responses based on previous interactions and preferences.
- Virtual agent support offers immediate assistance for routine inquiries, leveraging AI to handle standard questions and tasks efficiently.
- Voice authentication verifies caller identities through unique voice patterns, enhancing security and reducing the need for other verification methods.
- Seamless transition integrates with the airline’s website and mobile app, allowing customers to continue inquiries via phone without repeating information.
- Multi-source integration retrieves data from various systems to provide comprehensive customer information.
- Our AI-powered payment solution for call centres streamlines payment transactions, ensuring secure and efficient payment processing.
- Real-time AI assistance monitors conversations and offers real-time solutions from the knowledge base to assist agents, ensuring efficient resolution of customer issues.
- AI checks the airline’s reservation tools for flight disruptions, alerts agents about possible issues with the customer’s flight.
- Post-interaction automation transcribes voice-to-text and summarises case notes, logging them into the CRM for future reference.
- Quality monitoring analyses 100 percent of call recordings to assess resolution quality and customer sentiment, ensuring adherence to quality KPIs and providing feedback for agent improvement.
- AI-driven customer sentiment analysis promptly identifies irate customers, alerting the real-time floor manager for immediate action and to prevent potential escalations.
- Automated follow-up calls are scheduled to address unresolved issues and poorly rated interactions.
- Post-call, AI-driven automated feedback is provided to agents, highlighting what went well and areas for improvement. This immediate feedback loop helps agents learn and adapt quickly.
- The agent performance platform provides detailed metrics on agent performance and offers supervisors suggested areas for improvement.
- A dedicated desk manages inquiries related to flight disruptions, ensuring priority service for affected passengers with a passcode system.
- Our notification system provides notifications for affected passengers, facilitating efficient management of bookings and inquiries.
- Speech and text analytics provide insights from both voice and text interactions.
- Real-time and historical reporting provides immediate and historical data analysis for better decision-making.
- Custom dashboards monitor performance with supervisor and agent dashboards.
- AI-driven insights analyse frequent flyers’ travel patterns and purchase history to enhance upselling and cross-selling opportunities.
- AI-powered forecasting predicts call volumes and optimises agent schedules to ensure efficient resource allocation and improved service levels.
- Scheduling and exception management ensure the right agents are available at the right times.
- Training and upskilling resources are provided for agents to handle inquiries effectively and maintain high service quality. AI analyses gaps in agent knowledge and suggests relevant training courses.
Solutions Implemented
Scicom deployed an advanced suite of AI-driven technologies, revolutionising the airline’s social media management to deliver exceptional customer satisfaction.
- An AI-powered tool monitors conversations, mentions, and keywords across social media platforms. This approach helps us understand public sentiment and trends in real time.
- An intelligent virtual agent equipped with natural language processing (NLP) drafts responses to routine inquiries and comments on social media. Due to the sensitivity and viral nature of social media, all posts are reviewed and approved by human agents before being published, ensuring accuracy and appropriateness.
- For more complex inquiries, the chatbot seamlessly transitions interactions to live agents, capturing and transferring all relevant details to avoid repetition and enhance the customer experience.
- During post-review, AI acts as a co-pilot to suggest solutions based on the knowledge base. This co-pilot system supports agents in providing accurate, appropriate, and efficient resolutions.
- AI analyses 100 percent of social media posts, scoring resolution quality and customer sentiment. This ensures adherence to quality KPIs and highlights areas for agent improvement.
- An AI-driven coaching system delivers personalised feedback to agents, focusing on areas for development and maintaining high service standards through continuous learning and upskilling.
- Automated direct messaging (DM) systems send follow-up messages to customers who have reported issues. These messages ask if the issue has been resolved or if further assistance is needed, ensuring timely follow-up while maintaining a personal touch.
- Publicly acknowledging the customer’s issue on the social media post and inviting them to continue the conversation privately via direct message demonstrates transparency while allowing for detailed discussion and resolution in private.
- AI frequently generates and updates FAQs based on the latest customer interactions and queries. This ensures that the knowledge base (SciKB) is always up-to-date with the most relevant information.
- AI continuously reads and monitors the types of queries and answers listed by agents. These are validated against the existing knowledge base library, and newly identified queries are verified by the Knowledge Base Manager and updated in the knowledge base (SciKB) to keep it current.
- Robust reporting and analytics systems provide real-time and historical data analysis. Custom dashboards allow supervisors and agents to monitor performance and track the entire customer journey, identifying service gaps and trends.
- Detailed performance reports help in understanding how well the agent handles customer queries and identifying areas for improvement.
- AI-driven forecasting predicts social media engagement volumes and optimises agent schedules, ensuring efficient resource allocation and improved service levels. This includes scheduling and exception management to ensure the right agents are available at the right times.
- Tools for campaign planning and execution allow for the scheduling of posts, tracking campaign performance, and adjusting strategies in real-time.
- AI analyses gaps in agent knowledge and suggests relevant training courses. An on-demand video training system provides agents with resources to handle inquiries effectively, maintaining high-quality service.
- The Digital Marketing Specialist team excels in developing creative and compelling content with the help of AI, ensuring all digital media is tailored to the diverse customer base. Focused on eye-catching designs, this approach enhances user engagement.
- All media content produced with AI assistance is meticulously written, edited, and proofread by Digital Marketing Specialists to ensure alignment with the marketing strategy and brand voice.
- Extensive research is conducted to understand the background and preferences of the target audience, leading to the preparation of digital media optimised for mobile viewing, crucial for the client’s tech-savvy customer base.
Solutions Implemented
Scicom’s AI-Powered Chatbot enhances customer service by leveraging AI to understand customer intent and deliver efficient, personalised interactions. It seamlessly transitions complex inquiries to live agents for smooth handoffs and offers co-pilot support with AI-generated conversation summaries and real-time response recommendations.
- When customers start a chat, our system identifies them by capturing their name, email, and contact information. It then checks for any pending cases in our CRM. We enhance customer profiles by combining data from various sources, such as purchase history and past interactions. This allows us to have a complete view of each customer and provide personalised responses.
- Our intelligent chatbot, using advanced language understanding, handles routine enquiries. It offers instant help based on pre-trained Gen AI large language models, enabling customers to receive quick and accurate answers for common issues without waiting for human assistance.
- For complex enquiries, our intelligent chatbot seamlessly transfers the interaction to live agents, ensuring that all relevant details are conveyed. This process enhances the customer experience by eliminating the need for repetition and allowing agents to provide efficient and personalised assistance.
- AI acts as a co-pilot during chat interactions, continuously monitoring conversations and offering real-time solutions. This advanced support system empowers agents to deliver accurate and efficient resolutions, enhancing overall service quality and customer satisfaction.
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Comprehensive Interaction Analysis
AI technology analyses chat interactions, assessing resolution outcomes and customer sentiment. This ensures adherence to quality KPIs and identifies areas for agent improvement, fostering continuous development and excellence in customer service.
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AI-Driven Feedback and Coaching
AI-driven coaching provides personalised feedback to agents, focusing on areas for development. This ensures high service standards through continuous learning and upskilling. The system focuses on:- Real-Time Feedback & Performance Analysis: Agents receive instant, actionable insights to enhance their performance. Interactions are evaluated, strengths are highlighted, and areas for improvement are identified.
- Continuous Monitoring: Ongoing analysis ensures agents consistently meet quality benchmarks and adapt to evolving customer needs.
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- Continuous Learning for Agents: our continuous learning system empowers agents with the knowledge and skills they need to excel. AI-driven gap analysis identifies areas where agents need improvement and suggests relevant training courses to address these gaps. Our on-demand video training system provides agents with immediate access to comprehensive resources, enabling them to handle enquiries effectively and continuously improve their performance. This approach ensures that our agents are always well-prepared to meet customer needs and deliver exceptional service.
Post-Chat Surveys
Customers are prompted to complete surveys following their chat sessions, allowing them to rate the service and provide specific feedback. Our AI technology analyses this feedback and our engineers refine the system responses to enhance customer satisfaction.
Follow-Up Chats
For interactions that receive poor ratings, our AI schedules follow-up calls to address unresolved issues. This process ensures customers receive satisfactory resolutions and their concerns are thoroughly addressed.
Knowledge Base Management
Our AI tools, powered by advanced large language models (LLMs) and machine learning algorithms, continuously generate and update FAQs based on the latest customer interactions and queries. This ensures that our knowledge base (SciKB) is always current, providing the most relevant and accurate information. Using advanced AI tools for data monitoring and analysis, our system continuously reads and analyses the types of queries and answers provided by agents. Newly identified queries are verified by the Knowledge Base Manager and updated in the SciKB, maintaining a comprehensive and current knowledge base.
Reporting and Analytics
Our cutting-edge reporting and analytics systems deliver both real-time and historical data analysis. Custom dashboards empower supervisors and agents to monitor performance and track the entire customer journey, ensuring optimal efficiency and customer satisfaction.
AI-Powered Forecasting
Our AI-driven forecasting leverages advanced algorithms to accurately predict chat volumes and optimise agent schedules. By ensuring efficient resource allocation, this technology enhances service levels and reduces operational costs. With precise forecasting, the right number of agents are available at the right times, leading to a faster and better customer service experience.Continuous Learning for Agents
Our continuous learning system empowers agents with the knowledge and skills they need to excel. AI-driven gap analysis identifies areas where agents need improvement and suggests relevant training courses to address these gaps. Our on-demand video training system provides agents with immediate access to comprehensive resources, enabling them to handle enquiries effectively and continuously improve their performance. This approach ensures that our agents are always well-prepared to meet customer needs and deliver exceptional service.
Solutions Implemented
Scicom implemented a comprehensive AI-driven email management system to streamline operations and improve customer satisfaction. The systems are integrated, ensuring seamless operation and communication between AI components and human agents.
- Smart Filtering utilises advanced AI to filter out junk or duplicate emails, ensuring only relevant emails reach the agent’s mailbox. Virtual Agent Assignment auto-assigns relevant emails to available agents and sends auto-acknowledgement emails to customers with custom messages.
- AI Response scans email and drafts appropriate responses for agents to approve or edit, including summaries of customer interactions from all channels for better decision-making. Automated Content Analysis and Fraud Detection extracts and classifies attachments (invoices, receipts, contracts) and detects unusual patterns indicating fraudulent activities. Auto-Summarisation summarises case notes based on customer inquiries and agent solutions, including escalation tickets.
- Snippets and Templates provide predefined text blocks and ready-made templates for common queries to ensure quick and consistent responses. Automated Notifications keep agents informed about ticket status through automated notifications.
- Co-Pilot Functionality assists agents with contextual suggestions and relevant information to enhance their responses. Expert System Integration incorporates domain-specific knowledge for accurate responses to complex inquiries. Rule-Based System automates decision-making processes for common scenarios, improving consistency and efficiency.
- Customer Feedback is collected after case resolution when customers receive a survey to rate the service. AI analyses feedback and captures customer sentiment for dashboards. Agent Performance Feedback is provided daily to agents for continuous improvement through an online scorecard system.
- WFM Data Analytics uses AI tools to predict workforce requirements. By analysing historical data, AI can forecast demand, optimise schedules, and allocate resources efficiently. This helps in ensuring that the right number of agents are available at the right times, leading to better customer service and operational efficiency.
- Efficient Email Queue Management. Team leaders manage email queues in real-time, ensuring high volumes are handled efficiently and urgent inquiries are prioritised.
- Comprehensive Dashboard Analytics. Real-time dashboards monitor performance, providing alerts for necessary adjustments to maintain optimal service levels.
- Strategic AI-Driven Insights and Reporting. AI-driven tools offer strategic communication and performance dashboards, facilitating data-driven decisions and continuous improvement.
Business Outcomes
Scicom’s innovative approach and advanced technological solutions have revolutionised customer service for the global airline, setting new standards in efficiency and customer satisfaction.
Enhanced Customer
Satisfaction
Quicker resolution times and personalised service have led to significantly higher customer satisfaction scores.
Reduced Average Handling Times
AI tools and pre-call data access have reduced handling times, enabling agents to focus on resolving complex issues.
Continuous
Improvement
Comprehensive call monitoring ensured high-quality interactions and facilitated continuous improvement.
Intelligent Self-Help Support
The advanced IVR system empowers customers to resolve issues independently, reducing the load on live agents and increased overall efficiency.
Business Outcomes
The integration of AI-powered contact centre platforms and social media content strategies has revolutionised social media management operations, setting a new standard for efficiency and customer satisfaction.
Higher Customer
Satisfaction
Personalised and quicker resolutions led to significantly higher customer satisfaction scores.
Reduced Average Handling
Time
The integration of AI tools and pre-interaction data access reduced average handling times, allowing agents to focus on complex issues.
Continuous Improvement
Comprehensive monitoring and feedback systems ensured high-quality interactions and facilitated continuous improvement.
Efficient Virtual Assistance
The intelligent virtual assistant handles a significant portion of customer interactions, empowering customers to resolve issues independently and reducing the load on live agents.
Boosting Online Presence
Through AI design and content development, our client significantly enhanced their online presence, leading to increased customer interaction and satisfaction.
Increased Engagement
Expertly crafted content with visually appealing AI-powered design led to higher engagement rates across platforms, effectively increasing brand awareness and consumer loyalty.
Business Outcomes
The implementation of our AI-driven chat management system has revolutionised customer service. By leveraging advanced AI technology, we have achieved remarkable improvements in efficiency, customer satisfaction, and service quality.
Increased Customer
Satisfaction
Personalised and quicker resolutions have led to higher customer satisfaction scores. By understanding customer needs and providing timely, accurate responses, we have significantly improved the overall customer experience.
Enhanced Agent
Efficiency
Integrating AI tools and pre-chat data significantly reduced average handling times. Agents are now more effectively equipped to manage enquiries, resulting in a streamlined workflow and faster issue resolution.
Improved Interaction
Quality
Our comprehensive monitoring and feedback systems promote high-quality interactions. Continuous analysis and real-time feedback enable agents to uphold high service standards and deliver exceptional customer support.
Higher Self-Service
Adoption
Our intelligent chatbot currently manages 32% of total chat volume, with a goal to increase this to 40%. By enabling customers to resolve common issues on their own, we boost service efficiency and reduce the workload on live agents.
Business Outcomes
The AI-driven email management system has transformed customer service operations for our clients. This advanced system has significantly enhanced efficiency, increased customer satisfaction, and elevated service quality.
Increased Customer
Satisfaction
Higher satisfaction scores have been achieved due to quicker resolutions and personalised service, enhancing the overall customer experience. Leveraging real-time dashboards and AI insights, we facilitate informed, data-driven decisions that boost service levels and operational efficiency.
Effective Queue
Management
Real-time management of email queues ensures timely responses and reduces backlog by prioritising older emails, significantly improving overall operational efficiency.
Consistent
Quality
Quality monitoring and performance tracking maintain high service standards, ensuring consistent and dependable customer support.
Enhanced
Knowledge Base
Continuous updates to the FAQ section provide accurate and current information, reduces repetitive queries and enhances agent efficiency, leading to a more streamlined service experience.
Reach out or request for a demo
Your business challenges are unique, and so are our solutions. We combine innovation with practicality to bring you services that make a difference.
Thinking of joining our team? Reach out to our HR department at hr.recruitment@scicom.com.my for career opportunities and all HR-related questions.
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