Machine Learning

Machine learning is the process for programming and artificial intelligence (AI to learn and improve on its own. The AI would require minimal human interaction to:

  • Identify the reason for a customer’s call or message
  • Use previous interactions to inform and improve future interactions
  • Answer customer questions on a variety of topics in less time than it would take for a human agent to provide similar assistance

You do not have to understand the technology behind machine learning to take advantage of the benefits it offers. OutPLEX has all of the personnel required to:

  • Program and install the AI
  • Troubleshoot as necessary
  • Monitor customer interactions
  • Analyze metrics that tell us how well the system is doing and if it needs adjustments

Personnel responsible for building and maintaining the AI include software engineers, software designers, conversation designers, IT specialists, quality assurance (QA) experts, and more. Our staff can take care of::

  • Interviewing, hiring, and onboarding new employees
  • Training and retraining employees
  • Determining whether or not a given employee is a good fit for your company
  • Removing and replacing employees who turn out not to be a good fit
  • Calculating how many workers you need to keep your system up and running during all the times it is needed

Metrics for measuring the success of your machine learning system can include customer satisfaction rates (CSAT), customer turnover, and the number of customers it assists in a given time period. We can help you define the metrics that matter to you, come up with a strategy for achieving your goals, and measure your success as demonstrated through those metrics.

OutPLEX has spent the past two decades developing and refining the technology behind machine learning. Our tech partners bring considerable experience and accomplishments of their own, enhancing the quality of the AIs we can make available to you. We can:

  • Apply machine learning software to all communication channels—from call centers to digital messaging to chatbots—often installing new solutions in days
  • Rapidly deploy the right employees to work on all aspects of the AI
  • Keep you informed of the latest developments in machine learning and when it might be time to upgrade your existing system

To learn about OutPLEX’s machine learning solutions, visit or call 1.866.531.5773 for a free quote.

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