Innovax Systems is proud to announce the successful development and installation of a customized omni-channel contact centre solution with Artificial Intelligence (AI) for outsourced contact centre services provider Connect Centre in Singapore and Malaysia. The project which was hugely supported and funded by Enterprise Singapore comprised AI Bot Google Dialogflow, Voice and WhatsApp Messaging Bots and Data Analytics together with our OpsCentral suite of products.
Many contact centres are shifting from being a support function to serving as the primary customer interface. Migration from cubicles to home offices has been an abrupt but necessary transition in the covid19 situation. However, with a robust set of technological tools that has been implemented, including AI-supported functions, such as intelligent voice and chatbots and analytics, Connect Centre has emerged stronger and the better.
AI is at the heart of the modern contact centre as it is the underlying technology for numerous functions. OpsCentral is a cloud customer experience and contact centre platform that uses AI to support chatbots, voicebots and other capabilities such as intent detection and sentiment analysis. “During critical engagements, OpsCentral can detect the intended call outcome and calculate the probability of achieving it. It also equipped Connect Centre the ability to detect and analyze the emotion of the callers based on the most used words which helped our operation become more efficient during engagements,” said Andrew Leo, CEO of Connect Centre. “If the probability drops below a certain threshold, Connect Centre using OpsCentral with AI can take action without human intervention and proactively personalize without intervention from a human agent.”
“If a customer needs self-service, OpsCentral can trigger a native conversational application as well either via WhatsApp or Facebook Messenger that are both supported by OpsCentral. It can also automatically escalate the call to an agent, using AI-powered predictive routing if necessary,” said Patrick Tan, President of Innovax Systems.
There is a notion that AI is here and everything will be handled by bots or AI. Many interactions will be, which will leave agents more time to handle the more complex issues. Those complex issues are increasing to the point where many contact centres do not see a decline in human interactions. These interactions have grown significantly during the pandemic as people struggle to get support. “When an issue is emotionally charged, people want to talk to a human,” explained E S Han, Vice President of Innovax Systems, Sales & Channels. Flexibility in the channel with which a user engages and smooth transitions from one channel to another—including social media—are important factors in customer satisfaction. “The great majority of customers want self-service to be available, but if they get stuck, they don’t want to have to start all over explaining the situation to an agent.”, Han added. This is another way in which AI is important to Connect Centre, not just in powering some of the channels, but also in knowing when an interaction should change channels, so it can automatically prompt a change. “An integrated omnichannel environment like OpsCentral is essential for these transitions to take place and for providing a holistic view of our customers,” Andrew Leo emphasized. “Organizations need to rethink and refocus, as well as reinvest, in order to be ready for the future of work,” said Alex Koh, CTO of Innovax Systems and Chief Architect of OpsCentral.