Meet Us! Insiders bei der CCW 2023

As an indus­try expert for AI-sup­port­ed process automa­tion, Insid­ers will be at this year’s Call Cen­ter World 2023. From Feb­ru­ary 28 to March 2, we will present intel­li­gent solu­tions for response man­age­ment, omni-chan­nel and con­ver­sa­tion­al AI — the next lev­el in inno­v­a­tive cus­tomer com­mu­ni­ca­tion, made by Insid­ers.

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The opti­mal cus­tomer expe­ri­ence is the focus of our expert pre­sen­ta­tion on March 1 at 4:30 p.m. enti­tled “Next Lev­el Cus­tomer Com­mu­ni­ca­tion — Mul­ti-Chan­nel or Omni-Chan­nel? AI or human? It’s the cus­tomer expe­ri­ence that counts”.

Here we present our AI-based prod­uct range for state-of-the-art cus­tomer com­mu­ni­ca­tion, from response man­age­ment to smart­phone apps and mobile ser­vices to con­ver­sa­tion­al AI with chat­bots as well as cus­tomer ser­vice man­age­ment.

In the spot­light are smart FLOW und smart BOT.

As an omni-chan­nel solu­tion for response man­age­ment, smart FLOW enables light­ning-fast and effort­less com­mu­ni­ca­tion in real time across all rel­e­vant chan­nels – via email, SMS, chat, What­sApp or social media. Depend­ing on the con­tent, smart FLOW responds to cus­tomers auto­mat­i­cal­ly on its own or for­wards the cor­re­spon­dence to the appro­pri­ate ser­vice staff in a tar­get­ed man­ner.

smart BOT allows intel­li­gent automa­tion of all requests via chat or mes­sen­ger chan­nels in self-ser­vice. If a request can­not be answered auto­mat­i­cal­ly, smart BOT imme­di­ate­ly sends it to a ser­vice employ­ee.

“AI sup­port relieves ser­vice staff of rou­tine tasks and pro­vides them with opti­mal sup­port. This enables our cus­tomers to achieve unprece­dent­ed effi­cien­cy. At the same time, cus­tomers expe­ri­ence high speed and qual­i­ty in ser­vice thanks to AI-based automa­tion. That’s what we call next lev­el cus­tomer com­mu­ni­ca­tion,”

— Chris­t­ian Bokel­mann, direct sales man­ag­er at Insid­ers Tech­nolo­gies.

 

All this is made pos­si­ble by our advanced Insid­ers AI called Ova­tion. Dri­ven by state-of-the-art Cog­ni­tive Clas­si­fi­ca­tion and Extrac­tion process­es, it is the engine for intel­li­gent­ly auto­mat­ed cus­tomer com­mu­ni­ca­tion. From sim­ple paper doc­u­ments to com­plex cus­tomer mes­sages with images: Ova­tion under­stands the customer’s exact con­cerns and rec­og­nizes all rel­e­vant data and infor­ma­tion – regard­less of vol­ume, for­mat or struc­ture. Thanks to Con­ver­sa­tion­al Intel­li­gence, Ova­tion can not only under­stand requests, but also answer them indi­vid­u­al­ly and inde­pen­dent­ly. Many busi­ness process­es in cus­tomer ser­vice can thus be par­tial­ly or ful­ly auto­mat­ed.

CCW-Vis­i­tors can also get up close and per­son­al with Ova­tion and our AI-based solu­tions dur­ing sev­er­al short pre­sen­ta­tions and live demon­stra­tions at the TeleTalk demo forum from Feb­ru­ary 28 to March 02.

For indi­vid­ual con­sul­ta­tions, vis­it us in Hall 3 at Booth E1. We look for­ward to pro­vid­ing a deep­er insight into our prod­ucts for Next Lev­el Cus­tomer Com­mu­ni­ca­tion.

 

By the way, cus­tomers of Insid­ers and inter­est­ed par­ties have the pos­si­bil­i­ty to vis­it the fair for free with a guest tick­et.