Smart Call Deflection with
Are your callers still waiting to speak to your agents? It’s time to give them better experience by intelligently routing their calls to virtual or human chat/messaging agents.
Customers today get frustrated when they have to wait for a long time to be routed from robotic rule-based IVR’s to a live person. On the other hand, agents spend a lot of time solving basic and repetitive requests.
Almost 60% of customers will hang up if placed on hold for just one minute.
Valero
90% of customers rate an “immediate” response as important or very important for a query raised.
HubSpot
Deflecting just 15% of calls could save you upto $420,000
per year.
Mindtouch
Deflect.ai Capabilities
Build Great Deflection Experience
Don’t keep your customers waiting on hold for long. Build IVR experiences that lets you choose the right moment to deflect and fulfill requests with a combination of virtual agent and digital forms using channels of choice be it voice or text.
Setup Deflections Easily
Deflect.ai allows you to easily configure experience based on how your customers reach out to your IVR, be it SIP domain transfer or a call transfer. All customer calls are diverted from your IVR to Deflect.ai for resolution.
Customer Profile Based Triage
You want to treat customers differently based on their profile so that you can serve them better. Employ deflection flows based on the profile type i.e premium customers get redirected to a live agent while a non-premium customer can talk to a virtual agent to get the issues resolved.
Digital Forms for User Requests
No need to have a live agent spend time in collecting basic information. The solution allows enterprises to build various digital forms and embed them on various channels as per business needs to collect information from users
Contextual Transfer to Live Agent
There are times when the virtual assistant is not able to handle queries or the caller simply wants to talk to a live agent. No worries, for such scenarios, Deflect.ai can seamlessly save conversation context and handover to a human agent on voice or chat channels for request fulfilment
Why Deflect.ai?
- Accelerated rollout with enhanced IVR capabilities: An implementation time of days vs weeks/months which ensures that your IVR is up and running with AI-based deflection capabilities. It connects to live agents only for critical customer asks and nudges customers for self-service for FAQ’s and repeat queries
- Incremental Automation with Conversational AI: Get rid of traditional IVR’s which are complex mazes for your customers, instead deploy next-generation conversational IVR’s powered by Kore.ai virtual assistants that understand customer intent
- Seamless Service experience across channels: Asynchronous/Synchronous integration with channels such as Live Chat and SMS to connect customers to the right live agent based on the issue and availability of the agents