Solution

Conversational AI Bot Automation Services

Automation can decrease costs by 40% while improving CSAT.

69% of consumers would happily engage with a bot if it improved their customer experience.

Building automation through smart and intuitive bots enables greater operational efficiency. OutPLEX touts a successful history of creating bots for our clients that result in nearly two-thirds of inquiries contained by automation. OutPLEX partners with the leading technology platforms to develop and implement effective bots that are optimized to drive superior customer experiences and higher digital containment.

Discover more about our wide range of services, including digital messaging automation/bot service.

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What Is AI Bot Messaging Automation?

Automation uses an artificial intelligence system that streamlines customer service.

Messaging automation is the modernization of AI Bots (often called chatbots). Automation uses an artificial intelligence system that streamlines customer service. When OutPLEX applies messaging automation solutions, we use conversational AI bots that can interact with customers and answer most FAQs and simple queries. They are programmed to recognize and respond to keywords and phrases, all with the goal of creating a seamless and natural conversational experience that does not require interference from a live, human agent. This defines containment, and containment drives down costs.

Unlike voice-based conversational AI, this type of automation enables you to reach customers via SMS, direct messaging, and other text-based platforms that your customers prefer using.

When a customer tries to contact you with an information request via digital messaging, the automated system can:

  • Proactively suggest popular topics before the customer has typed in their question
  • Determine why the customer is messaging your business based on programmed keywords
  • Answer the question directly or divert the customer to a resource that contains the information they need
  • Carry integrated messaging that works with other channels and remains consistent across all channels
  • Improve and increase customer engagement

How Bot Services Can Revolutionize Your Business

Customers appreciate businesses that put their needs first and allow them to get fast, flexible, effortless help through channels they are already accustomed to using. By outsourcing your CX needs to OutPLEX, your business could see an improvement across a variety of metrics and KPIs, including:

By outsourcing your CX needs to OutPLEX
  • Customer satisfaction, retention, and long-term loyalty
  • Decreased labor costs (average of 40% savings)
  • Number and quality of customer interactions
By outsourcing automation services to OutPLEX
  • Automation services that can streamline CX, allowing you to help more customers on first contact
  • Involved partners who will work with you to determine the right set of solutions and get those solutions up and running quickly
  • Bot technology that learns over time, becoming more efficient and capable of solving a wider range of customer queries without the need for a live agent to step in
  • A greater number of resources to invest in your core business since automation by can save you up to 40% on operational costs

OutPLEX Employees Are Messaging Automation Experts

Messaging automation creates a superior customer experience at a markedly lower cost. Automation can resolve most tier 0, tier 1, and knowledge base questions. Alleviating the burden of simple or repetitive tasks from live agents allows them to focus on higher-level interactions and deliver excellence in more challenging, complex inquiries. Below are a few positions within our automation department that make our conversational AI interactions so much more than basic chatbots of years past.

Conversation Designers

Conversation Designers typically begin as customer service agents. They take the expertise they’ve gained by talking directly to clients and apply that knowledge to creating conversations that feel authentic. They design the intent and paths for each engagement to take. They identify keywords and phrases, then program bot to know how to guide the conversation. They build the knowledge base so that the chatbot understands and answers each inquiry correctly.

Conversation Analysts

Conversation Analysts serve as quality assurance for the AI and flag any identifiable issues. They monitor the automation and analyze responses to make sure the bots are responding accurately. If the bot gets stuck, the Conversation Analysts evaluate what is happening within the interaction from intent to response. They use their observations to recommend continuous improvements.

Bot Tuners

Bot Tuners adjust the automation based on feedback from Conversation Analysts. They adapt the automation to better understand and improve customer interactions, from inquiry details to introduction of new keywords. Bot Tuners are experts implementing conversational AI to create better outcomes for our clients, including driving incremental sales, increasing customer satisfaction (NPS), and ultimately achieving higher digital containment.

Conversational Managers

Conversational Managers monitor the bot conversations in real-time in order to ensure the highest levels of customer satisfaction.

Developers

While OutPLEX is not a technology provider, our key partnerships with the best technology platforms in the industry allow us to offer our clients the solution that best suits their unique needs. Our Developers don’t create the software we use, but they modify it by developing different plugins and widgets to continuously improve the technology.

Each of these important roles on the team works together to continuously improve containment within our automated transactions and maintains an excellent customer experience for the user.

Learn more about how bot automation can revolutionize your CX by contacting us at  1.866.531.5773.

Testimonial
OutPLEX has proven to be a great partner since we launched our program over three years ago. They deliver great customer experiences and insights into how we can improve operational outcomes.

— E-Commerce Director, Online Jewelry Retailer

We had a need to scale quickly as our other provider was not delivering the level of CX our brand demands. OutPLEX, in a matter of months, was able to grow our program to 700 agents without sacrificing performance or quality.

VP of Customer Care, Large Regional MSO/Telco Company

The ability for OutPLEX to better understand our customer intents within our purchase flow was invaluable! In a matter of months, they were able to tune our Chat Bot to drive a 62% self-service rate with NPS equal to human assisted interactions.

— Director of Operations,  Fortune 100 Home Improvement Retailer

Outcomes

When customers have a choice of channel, they often use messaging which provides a 78% higher open rate.

78%
Outcomes

One of the world’s largest cosmetics brands was able to reduce their abandonment rate to 1% while increasing sales by 53%.

53%
Outcomes

Migrating your customers to digital channels can save your organization up to 40% while increasing Net Promoter Scores.

40%