AUTOMATED EMAIL AGENT FOR CONTACT CENTRES & HELPDESKS

ARE YOUR CONTACT CENTRE AGENTS SPENDING TOO MUCH TIME HANDLING CUSTOMER EMAILS?

The challenge

Email or other text-based communication channels (such as ‘contact us’ form submissions) represent significant amount of the traffic passing into your customer service & helpdesk functions.

Many of these emails are routine queries or information requests, such as confirming or cancelling bookings, updating contact details, or querying the shipping status of orders. These emails are difficult to prioritise and it’s crucial they don’t hinder the escalation of more brand-damaging issues / complaints.

If email traffic represents 20% of your customer contact, handling the responses takes a disproportionate amount of effort – it takes longer to resolve an email query than it does via phone. An automated AI-enabled solution can handle these simple email queries, whilst freeing experienced contact centre agents to tackle the more complex challenges.

How does it work?

Harnessing best of breed platforms from our technology partners, Data Reply have created a flexible solution that can be applied to a multitude of customer & employee contact scenarios.

Our solution brings together the depth & breadth of experience within the Reply group to build a compelling product which can be tailored to deliver genuine business value in your organisation.

• Contact Centre & Retail Expertise
• Process Excellence & Design
• Big Data, Machine Learning & AI
• Robotic Process Automation
• Real-time Integration

Data Reply

Data Reply is the Reply group company offering a broad range of analytics, automation and AI services. We operate across different industries and business functions, working directly with executive level professionals, enabling them to achieve successful outcomes through effective use of data and application of intelligent automation technologies. Many of our customers are struggling to identify how to reduce costs whilst simultaneously improving services, we help them to leverage intelligent automation to achieve exactly that. At Data Reply, we pride ourselves on helping clients make the right decisions to build their data and automation strategies. With our consultants expertise, we map and design the right solutions to meet our clients' business needs. We deliver class leading, bespoke solutions, and offer in house training to ensure that our clients realise the full value of their investments.