What is RACI?
Unsure about RACI? You may have heard the acronym but if you are unsure – read Spark’s guide: What is RACI Responsibility Matrix to learn what it should be used for.
Converse CX has been designed to integrate seamlessly with our Hubs and digital automation solutions on your Liberty platform to give a fully orchestrated customer experience. And now that it’s cloud native, it’s even better…
In this webinar, you’ll learn how Converse CX can help your organisation wow your staff and customers — by using AI practically in your contact centre to speed up contact handling and resolution. Tewkesbury Borough Council also share how they’ve integrated process management and engagement in Citizen Hub with Converse CX for a complete customer experience.
New features to explore
AI powered virtual assistants and chatbots
Handling complex queries and providing instant responses to help customers 24/7, freeing up human team members for more complicated tasks.
AI-powered chatbot knowledge base
Automatically supply your chatbots with pre-existing data from websites, FAQs, PDFs etc. using large language models that query your data sources.
Multi-lingual chat translation
From over 75 languages to English, allowing you to respond in your customer’s language of choice, easily integrating with existing products and workflows.
Generative AI summarisation
Supports team members in enhancing customer experience and streamlining post-call wrap-up. You’re also better able to analyse trends and address issues, enabling targeted coaching.
Omnichannel communication
Combines voice, email, SMS, chat, social media, video and integrated call-backs into a unified platform for a consistent, seamless customer and service team experience.
Questions asked…
Q: Did you do anything to let the customers know they weren’t dealing with a Chatbot?
A: We encourage the use of a Persona to give it more of a personal touch. This extends to how the “virtual agent” introduces itself, how it encourages the customer to interact naturally, and how it responds to questions. This persona is then replicated through all channels (telephone, email, chat). We also recommend acknowledging the interaction with a “virtual assistant” and setting the customer up for success.
For example: Welcome to Netcall. My Name is Ava, your AI Virtual Assistant, I’m here to help and can answer best if you speak in short sentences, such as I want to speak with support or I have a question about my renewal. How can I help you today?
We use more personal language but also give examples of the types of things residents can ask for. We also only give one try so that customers don’t get stuck in a frustrating loop. If the natural language model doesn’t understand their request they will be put through to our customer services team. Initially, this saw a slight increase in call volumes to this team but it was surprising how quickly customers adapted to the change.
Q: Here in Worcestershire, we use Chatbot/Webchat through Netcall so are used to building flows. We deal with many different Council services. Did it take a long time to build the AI Flows?
A: We did invest time with services to make sure we had all of the utterances for different services and that the call flows were bespoke for each service. We took more time over this as it also ensured buy-in from the services, they were very much involved in the development of their service area.
“When Liberty Converse went live it was a complete breath of fresh air. Suddenly, we could see easily and explain what we’re doing for any customer that contacted us. We could put customers in different, more appropriate queues. We could make changes at the touch of a button. It took a weight off everybody’s shoulders to have the flexibility we needed.”
Sam Johnson
Head of Customer Services, Dreams
