Customer service centres (CSC)

A shorter AHT and a happy customer with AI and images.

Are you looking for solutions to increase your customer and employee satisfaction? To reduce repeat traffic, average handling time, and unnecessary customer contacts? We help you improve your accessibility, handle interactions more efficiently, and increase your service quality. We do this by:

Want to know how you can optimise your customer service and keep both your employees and your customers happy?

Give 'eyes' to your customer service

I hear what you say, and I see what you mean. Or seeing is believing. When your customer service team is in conversation with one of your customers, there is sometimes a grey area in communication. What exactly is your customer talking about? The CC video assistant solves this problem. Want to read more about the possibilities? Download the white paper for free.

Video assistant

Add 'eyes' to a telephone conversation

A (potential) customer calls your customer service department. Together with an employee from the customer contact centre, they look for a solution to a problem or issue that has arisen for them. To carry out this work efficiently, the customer service employee has received training and is evaluated every six months. Even with the best employees and training, one problem remains: your customer service employee cannot see what your customer is seeing. As a result, communication can take longer and demand more energy from both your (potential) customer and your employee.

From 'I hear what you're saying' to 'I see what you mean'.

Pegamento introduces the Video Assistant. This solution enables employees to watch along with the customer on site. We add eyes to a telephone or chat conversation, minimising misunderstandings and enabling problems to be identified, analysed, and resolved faster. As soon as visual support is desired, the employee starts up the Video Assistant. Depending on the incoming channel, an SMS or link is sent to the customer. Once the customer has agreed to the conditions, the employee receives live images.

Predicting (telephone) conversations with customers using AI 

Another common issue for customer service representatives is repeat traffic via phone or email. This is time-consuming and is therefore best avoided. You can reduce such traffic by giving an effective answer right away. The perfect solution for giving a correct and effective answer quickly is : AI (mail) automation

AI Mail Automation is exactly what it says: automation of mail traffic using Artificial Intelligence (AI). Through the deployment of artificial intelligence, the intent of emails is identified in a learning process. Once the AI software knows what the emails are about, we deploy smart templates to handle those emails fully automatically. Is this not possible? Then the software recognises this and immediately transfers the email to the right employee - either within its own organisation or at an external location.

It is also possible to identify the intention of a phone call through speech recognition.

Want to know more about Artificial Intelligence? You can find everything about this topic here.

Want to know more about Video Assistant?

In this white paper, we cover the Video Assistant - and how it gives 'eyes' to your customer service - in detail. Download the white paper for free!

A few customer cases

A great holiday at Kennermer Duincampings thanks to AI

Using the Pegamento AI Suite, we built a Task Manager. This is a robot that recognises the intent of an incoming call or message in multiple languages and automatically suggests a response to the 1st-line employee. Via a link to the back office reservation system, the employee gets a complete customer overview with all available customer information on the screen. Communication is thus handled faster, better, and more efficiently. Read more about this case here.

Making declarations easier by looking remotely

A customer has sustained damage to their car and calls their insurance company. The insurance company employee sends a link to the customer and then watches the screen in real time as the customer carries out their instructions. The employee asks the customer to slowly walk around the car and record the damage. While walking around the car, the employee takes screenshots and uses the pointer to highlight the damage. The employee can then add these screenshots/photos to the claim file.

Estimating repairs on the spot

Many building corporations have some technicians who are not that mobile. However, these employees have a lot of knowledge that is useful when analysing situations and helping customers on the phone. The benefits of using Video Assistant in such a situation are:

  • Good technicians can be employed for longer and in a wider variety of roles
  • A quicker analysis, as on-site visits are no longer required
  • Problems are solved directly with the customer
  • A packing slip with the correct parts for the technician can be created directly

What are image recognition, AI, and augmented reality?

Image recognition is the ability to recognise objects or patterns in images. The possibilities range from reading a barcode to recognising faces or even people's facial expressions. Image recognition (Computer Vision) is already widely used for number plate recognition, face recognition, and QR code scanning, for example. Currently, it is possible to integrate image recognition in various ways to extract useful information from a camera or images.

Augmented reality
This can also be described as adapted reality. Augmented reality (AR) involves a (live) image to which digital elements are added. These elements can be in the form of objects, pointers, or shapes. Perhaps the best-known form of AR is used during broadcasts of football matches. Here, for example, lines are used to visualise whether a player was offside. This is one of the first mainstream applications of AR.

Image recognition and AI
Image recognition is the interpretation of useful data from pixels of photos or videos, for example. Often, specific objects can be detected by looking at their external appearance based on rules. But it is also possible to train an Artificial Intelligence network, where you let the software learn from a large number of images, along with an indication of whether they are good or bad examples.

Want to improve your customer service centre?

Customer service is a human dimension where there are many opportunities for improvement. Not by replacing your employees, but by helping them. Pegamento offers several solutions that help your employees shorten their AHT and increase customer satisfaction.

Could it benefit your business? What savings or quality improvements are possible in your processes?

Request an introductory meeting with one of our specialists to find out how you can implement AI automation or Video Assistant within your organisation.

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