Customer Service Channels
Insight and recommendations for creating and implementing omni-channel strategies. Helping you shape optimal experiences across all channels, from Instagram to In-Store, and beyond.
NLU design and implementation
NLU (Natural Language Understanding). We specialise in designing and implementing AI bots across a range of platforms including web, mobile, social, IVR, agent assist and voice.
Live agent augmentation
We design and strategise methods of improving live agent experiences using AI and machine learning. From rerouting calls to agents to creating and building conversational AI live agents.
The way we communicate with customers is always changing. As a result, ongoing optimisation powered by meaningful data and insight is crucial in driving customer service and UX improvements long-term.
API design and development
Technical expertise to help clients integrate new systems into existing channels, designing and building interfaces that communicate optimally within your digital ecosystem.
Research, data and insights
Setup, interpret and translate data to build prioritised roadmaps. Our insights guide the optimal path forward, takingout the guesswork as to what might work, with validated targets and outcomes across every touchpoint.
PII capture and security
We place a strong emphasis on personal data security. We work to ensure that personally identifiable information (PII) is handled ethically and securely, creating a safer experience for users.
What are the outcomes of this service?
- Improve customer acquisition with 24/7 service, personalisation and rapid issue resolution
- Improve agent experience, enhancing engagement across your support team
- Scale rapidly to best suit changing conditions
- Understand customer sentiment in real time, keeping your finger on the pulse
- Increase revenue per customer, while reducing cost to serve
We’re experts at this because we have been at the forefront of conversational design and artificial intelligence in Australia since it arrived.
What in-house expertise do we offer for this service?
- Conversational strategy
- Conversational design
- Solution design and architecture
- Business analysis
- Data and insights
- User experience design
- Customer research
- Creative design
- Development and DevOps
- Quality assurance