Automation and AI can alleviate the pressure of a growing number of customer enquiries in your Contact Centre by transforming the service you provide.
Using IPI Cloud AI, which encompasses the likes of chatbots, your Contact Centre can accelerate call handling, resolve queries, improve security, and simplify workflows, resulting in an enhanced customer experience and a more sustainable and satisfying work environment for your agents.
IPI Cloud AI in the Contact Centre
Until now, deploying AI-powered Contact Centre solutions typically involved lengthy integration projects or wholesale changes to the Contact Centre platform. However, IPI Cloud AI seamlessly integrates with your existing Contact Centre solution and provides a Software as a Service (SaaS) package containing our modular self-service solutions you can choose from.
IPI Cloud AI Solutions
Here are the key features offered through IPI Cloud AI for Contact Centres:
- Voicebot and Chatbot – offering conversational AI for voice and chat
- ID Me – bringing voice biometrics into your Contact Centre
- Q4 Me – IPI’s patented call-back multichannel solution
- Send Me – giving your customers the option to use digital channels whilst in-queue
AI Digital Transformation That Powers a More Personalised Experience
With a third of consumers leaving companies due to a lack of personalisation, addressing this should be a key priority. This is where AI and automation can make a real difference. Using ID Me, you can identify the caller and their intent to help understand the nature of their query. This means Contact Centres can deliver a smoother, more personalised journey, where the agent already knows who the customer is and their reason for calling before they have begun their conversation.
Benefits of IPI Cloud AI for Contact Centres
24/7 year-round customer support
Reduce average handling time
Enhance customer experience
Elevate the agent experience
Develop a competitive advantage
The Contact Centre is the hub of customer service operations – both a point of first contact, and a place of last resort
AI for Contact Centres
That Boost Efficiency
and Save Costs
Automation technology will resolve a customer’s query more efficiently and more accurately. So, whether you divert calls away from the Contact Centre (through chatbots, voicebots, or Send Me), accelerate processes (interactive voice bots), or automate routine transactions (ID Me and Send Me), IPI Cloud AI can help you spend less time on low-value interactions – boosting efficiency and saving costs.
Resources
Brochure
Inject AI into your Contact Centre
Video
The benefits of IPI Cloud AI explained
Business Case for IPI Automation and AI
We help organisations to implement AI-enabled applications that provide a fast, responsive service and enrich the customer experience through automation. From updating information, to managing bookings and securing payments, automation can revolutionise your organisation. The business case is simple: deliver 24/7 on-demand information and support, plus a consistent customer experience, at a low cost.
What Our Clients Say
“IPI took the time to understand clearly what we wanted to achieve from this project and they delivered. From their extensive knowledge of the market, through to the training and management of the migration, we have been impressed, with our entire organisation feeling the benefits of moving to the cloud. Agents are saving valuable time through the efficiencies inherent in Genesys Cloud, allowing them to spend longer with our customers. IT administrators are able to do their job more easily with greater visibility into the customer service platform. Overall, our team is happy, which for us is validation that we made the right decision to transition to the cloud and that IPI was the right partner to get us there.”
Mark Sayer
EMIS
“As a utility company, we know our customers sometimes need information quickly, so don’t want to be on hold with a call centre or have to search through pages of information for the answers they need. The chatbot solves this, providing quick and easy access to information and improving our customers’ experience with our brand. IPI has made this transition easy for us. Its team of dedicated consultants worked collaboratively with our team, finding creative solutions to problems and making sure that the chatbot both reflected our brand and met the needs of our customers. We are delighted with the results to date and are excited about continuing our digital transformation journey with IPI.”
Orla McGivern
Customer and Insights Senior Manager at Northern Ireland Water
“The sales process was smooth but the best part for us has been that the account team have been extremely helpful, supportive and knowledgeable as we navigate the new system. It is clear that IPI take their customers very seriously and don’t just bring in the A-team for the sale…”
Jonathan Evans
Technology Transformation Manager at Hodge Bank
“Ensuring that our back-end infrastructure is geared up to support our customer base is absolutely critical to the continued success of our company. IPI provided us with confidence that our systems would be effectively supported and would continue to deliver the service our customers expect from our brand.”
Rashpal Degun
Communications Manager at DialAFlight
“IPI has been more than a supplier to us – they are a valued partner that will continue to help us meet our goals over the years to come. IPI’s knowledge and expertise around contact centres is unrivalled in the industry, and they both understand the challenges we face daily but also the solutions and services that enable companies like ours to succeed. We look forward to working in partnership with them in the years ahead.”
Paul Kenyon
Connect Services Manager (Data & Voice)
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