We live in a world with changing consumer expectations. Everything is urgent. Pricing wars are building. Product and service differentiators are narrowing and customer loyalty is no longer reliable. SMBs that focus on customer experience can create the brand loyalty they need to thrive.
Contemporary automation is capable of creating a great customer experience that includes a personal touch combined with the efficiency of self-service that consumers increasingly desire. Experience begins the first time a customer engages and communicates with a business – automation faces that challenge head-on.
In order to solve the SMB communication and experience challenge, ECATs include five must-have features leveraging AI & NLP to engage with consumers, enable customer self-service, improve customer experience, drive more highly qualified leads and interactions, and ease business workloads.
Artificial Intelligence (AI) is a broad spectrum of technology that enables the automation of tasks that are commonly performed by intelligent beings, using algorithms and the intelligence gained through the “training” of sample data sets. This process of gaining intelligence using training data sets is based on mathematical algorithms and is referred to as “machine learning.”
Natural Language Processing (NLP) or Natural Language Understanding (NLU) is the component of AI where technology can understand and process natural language, like English or French.
Agentz has spent years simplifying NLP so that our technology can easily understand commonly asked business questions within SMB industries. This head start enables Agentz users to easily automate responses to common customer inquiries and create a pleasing customer experience through the use of additional links, pictures, and videos within a natural, conversational flow.
Large, enterprise businesses typically have access to mountains of data, making it easier for them to use AI and NLP to automate customer experiences. It’s not as easy for SMBs, though, as they rarely have enough of their own stored customer interaction data that could be tapped into to configure the automation of routine customer inquiries.
The Agentz ECAT solution comes pre-trained in dozens of SMB categories within medical, legal, real estate, home services, and more, so that SMBs have an out-of-box experience without the need for an engineer or coding. Example questions that Agentz can routinely answer are things like “Do you offer emergency plumbing?” or “What are your current mortgage rates?”
76% of consumers prefer to use multiple channels when communicating with a business. This is one of the SMBs greatest challenge – keeping up with communications across so many.
Agentz makes this much easier by enabling communication automation across missed call handling, SMS, website, Facebook Messenger, Google Local Messages, and other media such as print with QR codes and digital landing pages. This broad coverage is designed to ensure that no lead or customer is missed and that the consumer is always attended to, when contacting a business.
Non-ECATs typically focus on simple lead capture without first engaging and communicating with the customer. Unfortunately, this method often results in too many time wasting leads of no value. ECATs are designed to pre-qualify customers by answering their questions and then directing them down the funnel path to the point of conversion, when the conversation best warrants.
This engagement process enables greater call deflection. Call deflection is when customers can either self-service their needs and therefore don’t require live assistance, or they can disqualify themselves if the business can’t help them. ECAT-enabled call deflection is a big time-saver for businesses who are able to serve customers efficiently as well as ward off those who are not a fit based on service area, budget or specific need.
Agentz takes advantage of continuous learning from the thousands of interactions that occur daily between businesses and consumers conversing through Agentz. Analyzing the generalized, non-private data, allows Agentz to continually improve customer interactions and overall experience.
Agentz has been life saver for our growing carpet business. I used to miss calls when I am at the client sites. I don’t worry about missed calls anymore.”
Now, we no longer miss people after hours. We see 30 – 40% of appointment requests come after hours.”
Agentz has increased the effectiveness of our marketing programs. We convert more prospects into customers.”