DigitalCX – automate conversations to get the customer’s job done
DigitalCX is the conversation platform that helps you to engage with your customers – solve problems, answer questions and complete transactions to get their job done! As a result, you will increase customer satisfaction, decrease call volume and improve conversion rate.
Why DigitalCX
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Easy to manage and improve
DigitalCX does not require a lot of work but it does require setup and maintenance. The good news is that you can do maintenance and improvements of your conversations by yourself due to the easy user interface of DigitalCX. It has been designed to empower your non-technical content administrators to build automated conversations, develop them and maintain and manage the data themselves without the need for technical know-how. That means whoever looks after your digital content, the job is made simpler, requiring minimal upskilling to become fully self-sufficient. And we can assure you: the more effort you put into your customer conversations, the more you will get out of it.
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Fast to deploy
Combining our knowledge and expertise with yours and following our structured implementation model with ‘Smartstart’, your chatbot assistant can be designed, deliver proof of concept and be live within 8 weeks.
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Drives results
Whether reducing cost in the contact centre or accelerating sales conversion for customer acquisition, DigitalCX guarantees to be a cost-effective asset to your business.
Check out our case studies to learn how we reduced call volume by 50% for a major energy company or how we increased conversion rate by 35% for an insurance company.
You will also achieve similar results if you put the effort to train your bot.
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Enterprise Ready
Our technology works – it is enterprise ready, delivers proven results and has Service Level Agreements as standard. We use Open APIs to connect and interact with your back office and transaction processing systems and to access data from your CRM system, live chat and telephony applications. You gain from our vast sector specific knowledge as our platform knows your industry language. And with on-going development and support based on best software engineering practises it offers the security of ISO 27001 certification.
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Accurate
We combine business rules with machine learning to return the most accurate answer for any questions. DigitalCX uses business rules (mathematics) for the things it knows and machine learning (statistics) for the things it would like to know. Curious to hear more on why and how we combine business rules with machine learning and offer up to a 95% recognition rate? Get in touch with us.
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Transforming Business
Once implemented, the journey does not stop there. As your conversational agent becomes embedded as a valuable resource and not merely a standalone product, and changes the way your company operates and communicates, your DigitalCX commitment will help and support you on the road to business transformation.
How did other companies benefit from DigitalCX?
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Efficiency of contact centre
Our bot has decreased call volumes by 40-50% for major insurance, telco and energy companies, driving a minimum of EUR 100.000 savings annually (in a call centre of 50.000 calls annually).
These companies have also seen an increase in NPS by 52% – 87%.
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Increase in conversion rates
Our bot has increased the completion rate of an online application form by 35% at a major insurance company. The rationale behind it is, that by starting up a conversation with your prospects while they are on your webpage builds trust. And if that conversation feels good to them, the chances are high that they will return and buy from you.
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Central knowledge management base
DigitalCX has replaced the cluttered knowledge management base of a major telco company. The rationale behind it is, that the CMS system of the chatbot aggregates all the questions that your customers have using their language. Over the time the knowledge base of the chatbot will replace your old knowledge bank, providing you with a wealth of insights for many parts of your business, such as SEO & SEA or Product Development.
What is DigitalCX
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The technology
DigitalCX is a cloud based SaaS platform, securely hosted on Microsoft Azure, and built with best practise for software provision with stability, security and maintenance built in. Its Application Programming Interface (API) connects with other business systems to process transactions and personalise conversations, and its workflow system enables different departments to collaborate on creating useful dialogues to provide:-
- Automated conversations with voice and text across all digital channels and devices
- Easy management of contextual FAQs
- Natural language in 20+ languages
- Knowledge management and conversation design without the need to code
- Collaboration between human and machine for control and continual knowledge growth
- Handover to live channels when needed for high complex, high emotional or high value conversations
- Easy data integration with other smart systems in your front- and back-end for optimisation
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Conversational User Interface
DigitalCX facilitates a conversational UI to drive powerful transactional dialogues and conversation flow across channels. For example, to process requests and execute transactions directly from the dialogue – whether it is on your website, in your app or on social platforms.
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Knowledge management
Turning customer conversations into valuable engagements requires a database of knowledge assets, ranging from customer intents to industry and company specific patterns, dialogues and content. DigitalCX makes knowledge management simple to use yet powerful enough to turn into automated conversations. Easily connect your own product catalogue and marketing automation platforms with the DigitalCX platform to facilitate sales and after sales service directly from your chatbot.
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Supervised machine learning
With machine and human collaboration, DigitalCX algorithms detect (emerging) patterns to optimise natural language understanding. DigitalCX learns from all its interactions and can detect knowledge gaps based on user interactions. When content is found to be missing, the customer will experience a seamless transition to a live agent for support, while DigitalCX escalates the issue and can propose an answer, offer a solution or schedule a task alerting internal resources that an answer is required.
Product demo Digital CX
Watch our product demo about the main features of our DigitalCX CMS.
Why combining business rules and machine learning is key
Because it works – as opposed to using pure machine learning technology, which is imperfect and so can potentially be an inadequate way to serve your customers. The question and its context may be understood, but providing an accurate answer relies on having enough adequate data that is complete, current, accurate and unambiguous as a foundation. Most companies do not have that. While you wait for the machine to learn it, you fail to provide the speedy and accurate answer your customer is looking for. Besides, it’s difficult to make changes quickly. Contrarily, DigitalCX uses business rules to return accurate answers quickly and uses machine learning to continually improve the product. For example, it escalates unavailable, incorrect or unhelpful responses to humans who then make the changes and the correct answer is already available for the customer.
Let us show you how DigitalCX works and reveal how our clients are getting real results from it!
Simon Foot - Sales Director, UK & Ireland