AI-Modeled Interaction Design for Virtual Agents
Get a massive-scale analysis of your customers’ most common needs and requests using conversational AI, topic modeling, and machine learning, powered by Google’s CCAI Insights. Next, UJET will help you build the ideal Virtual Agents to resolve those needs - automated, but still with a conversational human touch.
It’s AI-guided customer service operations - informed by large-scale AI insights on what your actual customers are telling you they need and want.
Imagine if you could use artificial intelligence and topic modeling to do the following:
- Analyze up to 100,000 of your customer service interactions
- Find and annotate the most important topics
- Identify the best candidates for self-service and automation
- Flag the most common friction and pain points, and design ways to resolve them
That’s exactly what UJET enables you to do, but without the countless staff hours required to analyze and automate at scale. UJET's intelligent contact center software leverages conversational AI and machine learning to build your contact center’s optimization roadmap. You’ll get a prioritized list of Virtual Agents to deploy, along with a high-level cost/benefit analysis for each.
Following the topic and conversation analysis, you might end up with - for example - a half-dozen Virtual Agents to focus on. Those VAs can make a huge difference to your customer experience, including wait time, self-service rate, first-call resolution, and more.
However, the data will have dozens if not hundreds of actionable insights that will help you improve your business outside of VAs, such as:
- Recurring points of friction or frustration.
- Rising trends in complaints or returns for certain products or features.
- Repeated requests for new product lines, or enhancements to existing products/services.
Research by PWC indicates that 32% of customers will switch companies after a single negative experience, 43% would pay more for greater convenience, and 42% would pay more for a friendly, welcoming experience. As a result, Gartner estimates that as of this year (2022), 70% of customer interactions will involve technologies such as machine learning. Organizations who have adopted these technologies - including state governments, retail leaders, and parcel carriers - have garnered benefits like the following:
- 140,000 daily inquiries handled by virtual agents, with 99.9% of client claims addressed in a timely manner
- Reduced calls to in-store employees by 50%, freeing up over 100 employees to focus on high-value tasks
