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AI Powered Chatbots
AI powered chatbots are transforming customer service across every industry sector, delivering considerable cost savings with payback periods within a matter of months. Rolling out customer service chatbots can save thousands of agent hours by enabling customer self-service, increasing First Contact Resolution and reducing Average Handle Time. Contact Centre agents are freed from repetitive, non-value-added tasks to focus on delivering a great customer experience.
Convenience is the new loyalty
Automate customer service interactions and deliver a faster, more effortless personalised experience than ever before. AI powered chatbots empower customers to easily interact with organisations via speech, messaging and visual interfaces.
FourNet work with the world’s leading experts in enterprise-grade Artificial Intelligence to transform your Customer Experience. We’ve partnered with the UK’s most advanced and agile chatbot sector specialists to ensure your adoption of AI is streamlined and efficient and delivers a fast return on your investment.
Customers’ Channel of Choice
Messaging
Utilise text-based AI chatbot interfaces to allow your customers to interact via their smartphone, tablet or PC. Automate conversations and provide instant responses through web chat, social media apps, SMS and email.
Voice
Using the latest conversational AI you can enable customers to self-serve and deal with their enquiries through the phone, apps, smart speakers and a range of new speech interfaces being introduced.
Visuals
Create the digital face of your company. Customers can converse with life-like digital humans or with animated avatars that increase customer engagement and offer more personalised experiences via a browser on a mobile, tablet or PC.
Want to discuss your AI and Automation challenges?
Our AI and Automation experts can help you to deliver your operational efficiency, customer experience and employee engagement goals.
Benefits
Significant Cost Reduction
Imagine the cost savings if you could reduce a significant proportion of the inbound calls or enquiries to your Contact Centre. As well as improving customer satisfaction, organisations implementing AI chatbots are seeing payback periods within months by successfully enabling customers to self-serve for simple queries.
Enable Self Service
With the power of AI, customers can resolve issues without needing to reach your contact centre agents. From general FAQs to application or form submissions and payment transactions, AI powered chatbots enable customers to self-serve so that your contact centre agents can focus on customers that need extra support or have more complex enquiries.
Save Agent Time
Chatbots are able to deflect a huge percentage of inbound calls and webchats from ever reaching the Contact Centre Agent by automating simple, repetitive queries. The information gathered via the chatbot enables intelligent call routing, and reduced average call handling times.
Channel of Choice
AI powered chatbots are delivered across multiple channels. Whether it's on a web portal, browser, mobile app, WhatsApp, Facebook Messenger, SMS or IVR, the customer gets the same service with the same automation, meaning customer experience is consistent across all channels.
Always Available
Provide great customer service 24 hours a day, 7 days a week and 365 days a year. Today's customers expect to be able to get answers at any time of day or night. Virtual assistants mean you can answer or triage customer enquiries round the clock without having to schedule human agents.
Compliant and Scalable
Utilising AI reduces the potential for human error. AI doesn’t forget, mistype, get distracted or have a bad day. Plus you can set rules that will ensure you 're always compliant with the relevant legislation. Virtual assistants are also highly scalable and therefore perfectly suited for coping with unpredicted spikes in demand.
Key Statistics
81%
of all customers
81% of all customers attempt to take care of matters themselves before reaching out to a live representative – Harvard Business Review
70%
customer interactions
70% of customer interactions will involve chatbots, ML and mobile messaging – Gartner
80%
well designed bots
80% of customer interactions can be resolved by well-designed bots – Accenture
50%
spent more on more bots
50% of enterprise will spend more on bots than traditional mobile app development by 2021 – Gartner
60%
want easier access
60% of consumers want easier access to self-serve solutions for customer service – Ovum
25%
interactions via voice
25% of employee interactions with applications will be via voice by 2023, up from under 3 percent in 2019 ¬– Gartner
25%
digital workers
25% of digital workers will use Virtual Assistants daily by 2021 – Gartner
17%
higher spend by consumers
17% higher spend by consumers to get outstanding customer service – AMEX
How does it work?
For self-service to work effectively, it must replicate what a great Customer Service agent would do to provide a seamless user experience. An agent will have access to many different applications where they can retrieve information, follow processes, perform transactions, update the relevant systems and record the interaction.
Our solutions become a central hub for inter-connecting disparate systems. Utilising Open API’s we enable the chatbot to integrate with all relevant business applications such as your ERP, CRM and Contact Centre systems, as well as sector specific applications.
Our AI powered platforms are trained to access the information required to answer customer queries from documents, knowledge bases, databases, product manuals, business applications such as CRM & Service Desk. Machine Learning allows the chatbot to continuously improve from customer interactions.
Built on market leading AI technologies
Getting started
FourNet will work with you to identify and prioritise the issues you want to automate using chatbots.
- We’ll help you build the business case to demonstrate the ROI and help you define SMART goals to measure the success of the project.
- We’ll share our sector specific templates that can streamline the initial creation of your knowledge base.
- We can work with you to define the identity and user interface for your chatbot: creating the digital face of your organisation. We’ll train you on how to use our visual conversation designer, so you can build complex workflows with low-code / no-code required.
- We’ll support your supervisors and users to give them access to a rich set of monitoring tools, analytics and reports, that enable you to effectively monitor and manage automated services and live services in one place.
- We’ll work with you to continually monitor and improve the platform and look at how you can expand AI functionality across your business, ensuring you continually reduce costs, whilst increasing customer satisfaction.
Artificial Intelligence Applied: Sector Specific Solutions
Chatbots are saving housing providers money and employee time by streamlining repairs and maintenance. From fault diagnosis and suggested resolutions, to booking or modifying appointments, sending reminders, confirmations and tracking estimated arrival times; chatbots are improving the customer experience, reducing wasted appointments and saving money.
Utilities customers are using chatbots to respond to customer account and billing queries. Chatbots are saving utilities companies untold agent hours by managing appointments with customers for necessary installations, repairs or routine maintenance; the bot can proactively book or modify appointments, send reminders and confirmations, track estimated arrival times and thereby reduce wasted appointments.
Chatbots can take up non-complex banking tasks such as processing payments or handling simple transactions and can provide information on banking products, accounts or actions; helping the customer monitor spend, review account information, and more.
Chatbots can help customers fill in forms and applications, and can direct them to help pages or give basic answers, and then connect them to a live agent if their issues are more difficult to solve. Chatbots can also be used to send important notifications and alerts to customers.
Chatbots or virtual assistants can help doctors to instantly provide answers on medication, dosages, standards, and more. Government sponsored chatbots have helped ease pressure on the NHS during the pandemic by providing interactive, up-to-the-minute advice via WhatsApp, web browsers or other social channels.