Digital transformation for savings and CX
As an innovation hub with in-house automation and analytics experts, we deliver member experience excellence with AI and automation, interaction analytics, digital deflection, and process re-engineering.
Our purpose-built Intelligent interaction analytics platform (IIAP) comprises customized tools via a unified dashboard, combining voice, text, and structured data, an automatic speech recognition toolkit developed in-house, and natural language processing (NLP) rules designed to analyze text and CSAT response.
Our concierge self-service engagement includes a conversational AI-bot to answer and resolve top member inquiries – expanding digital self-service with web-based chat bot, and VIVR via invisible app increasing calls resolved via self-service options. All of our digital expertise is driven by customer journey mapping, with value-stream alignment to top call drivers and sourcing of opportunities to improve up-stream and downstream processes to reduce customer effort and improve brand value.