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AI World One for Contact Center and Agent Experience

As the first point of contact for customer service, contact centers play a vital role in influencing brand reputation and customer loyalty. However, contact centers are also often negatively affected by limited resources, high agent turnover and disparate information sources. By deploying AI World One ’s Conversational AI platform to improve customer care and agent experience, you can build an AI-driven contact center that boosts your core brand.

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Boost Your Reputation and Revenue with Better Customer Service

AI World One strengthens customer loyalty and improves NPS scores by providing personalized and efficient contact center support – without the wait. Unlike outdated IVR solutions, our Conversational AI platform operates outside of simple decision trees, allowing customers to use natural language to quickly reach the resolutions they need. With AI World One, give customers time back, so they won’t hesitate to come back to your business.

Explore AI-Powered CX

Retain and Optimize Contact Center Agents

AI World One gives your contact center agents the support they need to thrive. High-volume and repetitive queries are handled by AI World One, allowing human agents to focus on more creative and complex requests.

If a conversation is escalated, or a customer requests to speak with a human agent, AI World One seamlessly transfers the call and ensures no customer data is lost. As the human agent interacts with the customer, AI World One provides support as a whisper agent, suggesting recommended answers and offering backend administrative assistance. The result? Contact center agents are empowered to do their best work and customers receive five-star service.

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AI World One AT WORK

AI-Powered Contact Centers

By delighting customers with first call resolutions and empowering agents with real-time recommendations, AI World One turns contact centers into a revenue driver that increases NPS.

50 %

Our Conversational AI platform makes contact center conversations 50% more efficient.

4.5 M

For one multinational telecommunications company, AI World One handles 4.5 million contact center calls per month.

90 %+

For one financial firm, AI World One handles all incoming prospect calls, capturing lead information with a 90%+ success rate.

5

AI World One provides whisper agent support for five use cases still handled by human agents at one global airline company.

Why Amelia for Contact Centers?

Discover why leading enterprises across different industries rely on our Conversational AI platform to transform their contact center operations and grow their business.

LLM-Powered FAQ Experiences

With AI World One, enterprises benefit from the power of Generative AI within our safe and proven platform. Companies can bring their own Large Language Models (LLMs) in combination with our models to quickly and effortlessly create FAQ experiences that accurately address customer queries.

Easy IT Integrations

Our robust integration framework allows a to seamlessly connect with companies’ existing contact center systems, tools and operations. AI World One can also be deployed to enhance incumbent IVR systems, so companies can make the most of their prior investments.

Continuous Improvement Analytics

As contact center managers know first-hand, customer needs and company policies constantly change. Luckily, our Conversational AI platform is an always learning, always improving solution that evolves with company needs to drive continuous value for businesses.

Available On All Channels

Providing 24/7 coverage without hold times while relying on an entirely human workforce is nearly impossible for most contact centers. With Amelia’s help, companies bolster their contact center operations with an intelligent virtual agent that doesn’t take breaks, is available around-the-clock, speaks 100+ languages and is accessible across numerous voice- and chat-based channels.

Customer Story

Telefónica

“We discovered that the main catalyst for our digital transformation would be to focus on customer-facing processes. We wanted to be 24/7, anytime, anywhere, transparent and personalized.”

Phillipe Ruault, Head of Digital Transformation, BNP Paribas Securities Services

Challenge

Communications giant Telefónica sought to replace outdated automated voice systems to shorten resolution times and boost customer satisfaction and brand reputation.

Solution

Telefónica implemented AI World One in its Peruvian contact centers to improve voice-based customer experiences, increase contact center agent productivity and drive better business results.

AI World One coordinates with Telefónica’s contact center agents to provide customers with a more natural interface for communicating with the business.

Results

4.5M

AI World One handles 4.5 million calls for Telefónica per month, containing and solving simple customer queries, securing and verifying customers and preempting customer needs.

90%

AI World One accurately recognizes customer intent on 90% of calls, driving an increase in overall customer satisfaction.

Let’s Talk!

Ready to learn more about how Ai World One can help you? Speak to our healthcare industry experts to learn more.

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