Streamlining the Customer Experience Through the Contact Centre

Delivering a better and more consistent message to both NI Water external customers and their internal contact centre staff

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Building on the success of the AI-powered chatbot solution we implemented for Northern Ireland Water in 2019, which handles 2500 -3000 customer interactions per month with a 93% success rate, we have now also added a custom knowledge management interface for use by their internal agents. This helps deliver consistent messaging to customers, whilst saving valuable time on calls.

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