Solutions

AI-powered Customer Experience

AI Bot Orchestration (aka Hybrid Bot)
Virtual Agent (for Customer Self-Service)

An AI-powered customer service agent that handles customer inquiries across both voice and digital chat channels. Unlike a traditional Conversational IVR that is limited to voice, this Virtual Agent is a unified platform for intelligent self-service, using natural language understanding for phone calls and text-based interactions.

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

Conversation Analytics

Post Conversation Analytics

Post-Conversation Analytics applies NLP and ML models to call and chat data to surface trends, automate compliance monitoring, and generate conversation summaries. It enables teams to understand underlying sentiment, pinpoint unmet needs, and identify key interests.

Sentiment AnalysisANALYTICS, 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 TrendsANALYTICS, 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