Milton Keynes, UK, 06, September, 16 – Ai software company Celaton, today announced the release of Personalised Response, the latest artificially intelligent module for its inSTREAM™ platform.
The Institute of Customer Service recently reported that 46% of customers expect a response within 24 hours if they contact an organisation via email, with over two fifths saying the same for website contact and one third for social media enquiries. With customers demanding faster responses, resolutions times and the bar constantly being raised on service levels it is now harder than ever for organisations to distinguish themselves as leaders in customer service.
Personalised Response significantly extends the capabilities of inSTREAM by enabling it to present operators with the most appropriate response to send. The proposed response is based on inSTREAM’s understanding of the meaning and intent of each incoming correspondence and the enrichment of data from other data sources. Responses chosen by inSTREAM are presented to operators for validation or for them to make the final decision before submission to customers.
inSTREAM learns through the natural consequence of processing and gains confidence as a result of experience. When inSTREAM is not sure of the most appropriate response, it will suggest the all possible options for an operator to choose and subsequently learns from the actions and decisions they make, this learning helps to continually optimise the process.
It accelerates resolution times, ensuring responses are consistent and appropriate, enabling organisations to deliver better customer service faster with fewer people.
Personalised Response is especially important for large organisations who deal with consumers.