Solutions

AI-powered Customer Experience

AI Bot Orchestration (aka Hybrid Bot)
Expertflow CX integrates scripted (NLU) bots with autonomous (LLM) bots, dynamically switching between each based on conversation context, complexity, and cost efficiency. This ensures accurate, brand-compliant responses for routine queries and provides greater control than solutions that rely solely on expensive and potentially unpredictable LLM bots.
Virtual Agent (for Customer Self-Service)

An AI-powered customer service agent that handles customer inquiries within customer-defined business rules

The virtual agent delivers instant responses from multiple knowledge bases to increase First Contact Resolution (FCR) and boost customer engagement.

Conversation Analytics

Conversation Analytics

Conversation Analytics uses AI to automatically generate actionable insights from customer conversations. It enables teams to understand underlying sentiment, pinpoint unmet needs, and capitalize on key interests.

The impact is felt across the entire organization: Marketing gauges real-time reactions to campaigns and products. Business strategy aligns its goals with evolving customer interests. Tech support identifies and resolves widespread issues promptly. Most importantly, contact centers directly pinpoint how to improve agent training and boost customer satisfaction (CSAT) scores.

Sentiment Analysis ANALYTICS, AI, QM
Emotion Detection, and Tone Analysis to proactively identify silent pain points in the Customer Journey, allowing teams to proactively address issues
- Topics and Trends ANALYTICS, AI
  Shifts from reactive responses to proactive engagement, using data to anticipate customer needs and resolve issues preemptively

Customer Journey Orchestration and Optimization

Customer Journey Orchestration and Optimization

Expertflow CX unifies every customer interaction across all channels into one orchestrated journey, driven by AI. We replace fragmentation with cohesion, giving you the control to design optimized experiences for every customer.
- Contextual Customer Experience
  Personalize every engagement by leveraging interaction history, customer preference, and behavior.

Outbound Campaigns
- Multi-Step, Multi-channel Campaigns
- Compliance (DNC, STIR/SHAKEN)
- Event-triggered or schedule-driven workflows to automate campaigns based on real-time events.
Integrations
- CRM and Tools Integration

Optimize Contact Center performance and Automate Processes

Agent AI Assistance
- Integrated Knowledge Base AI
- Contextual Real-Time Coaching AI
  In-conversation suggestions and guidance.
- Automated Summaries AI
  Post-interaction and real-time summary generation
- Translation AI
- Transcription AI
- other traditional capabilities such as hand-raise, supervisor assistance, consult/conference, canned messages
Agent Enablement (Empowerment)
Workforce Optimization
- Precise Forecasting
- Smart Scheduling
- Adherence Monitoring
Quality Management (QM)
- AI-Automated Evaluation AI
- Hybrid Evaluation Model (AI + Human) AI
- Targeted Interaction Selection
- Single-pane view
Surveys
- Omnichannel Form Builder
- Data Collection & Reporting
- Customer Feedback