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Services -
AI powered chatbot
Meet ANNA, our cloud based chatbot for automating and managing digital interactions with customers or employees through social and messaging platforms. Using the latest in text based and conversational AI, ANNA reduces repetitive and time-consuming interactions so agents can focus on more complex customer issues.
Use ANNA to enable self-service or escalate complex issues
ANNA enables citizens to engage in a text or conversational experience instead of negotiating menus and forms. ANNA can determine what a customer wants, and will decide the best course of action to successfully resolve the issue. ANNA enables you to improve agent availability and at the same time reduce agent attrition by automating simple, repetitive customer issues freeing agents to deal with more emotive or complex queries.
The future of self service
81%
of all customers attempt to take care of matters themselves before reaching out to a live representative - Harvard Business Review
80%
of customers interactions can be resolved by well-designed bots - Accenture
70%
of customers interactions will involve chatbots, ML and Mobile messaging - Garner
60%
of consumers want easier access to self-serve solutions for customer service - Ovum
How it works
Our professional services team will work with you to identify
the issues resulting in the highest call volumes and analyse
how these can be handled by an automatic chat bot.
Complex issues can then be triaged by ANNA and
passed onto an agent.
Benefits
Speed to deploy - deploy in days and constantly evolve
Cost savings – switch people to cheaper digital channels
Enable self service - streamline simple queries
Assisted service - escalate to agent for more complex calls
Increased speed to answer citizen queries -
Use Cases
COVID queries
Let ANNA answer high volumes of enquiries relating to changes to processes as a result of COVID. Allow customers to self-serve on simple queries and easily escalate complex or emotive issues to assisted service or direct to an agent.
Request Form
ANNA can easily direct citizens to the right forms or processes on your website or knowledge base thereby freeing agent time to focus on helping citizens with more complex needs.
Request Balance
With automated ID&V processes, using voice biometrics and natural language processing, citizens can securely confirm their identity and then answer simple queries like balance of payments.
Best of Breed Technology partners
Explore the full range of ANTENNA services
Telephony
Designed to the highest standards of security and delivering 99.999% availability, ANTENNA is the default telephony platform for central government.
Collaboration
Unite all the tools your employees need to connect, share and work together via the same streamlined interface.
Contact Centre
ANTENNA contact centre solutions seamlessly integrate traditional voice, digital channels and self-service to streamline citizen access to government services.