Digitization is the key to better and more efficient customer service – something over 90 percent of companies agree on. In order to leverage the great potential of digital customer services, USU's Unymira business unit is offering an innovative, and comprehensive portfolio of solutions at the ICMI Contact Center Expo 2019 spring conference from May 13-16 in Florida. At one of the most important industry events in the USA, Unymira experts will demonstrate at booth 921 how customer inquiries can be solved quickly, efficiently and with high quality, thereby achieving higher customer satisfaction across all support channels.
With intelligent chatbots, the market-leading knowledge management platform Knowledge Center, the AI-driven service platform Knowledge Cloud and the social customer care, voice service and self-service solutions, Unymira offers the most comprehensive omnichannel portfolio in the industry. This can significantly improve customer experience and key performance indicators (KPI's) such as first call resolution rate and average call handling time in customer service.
Knowledge Center - more knowledge
As customers continue to confirm, Knowledge Center is the knowledge base and platform for customer service on the market. Special features such as active search, guided dialogs or troubleshooting guides support the service process dynamically. For example, users can get a systematic overview of their tasks on topics such as editing, channel management, translation work, etc. By connecting to the new Knowledge Cloud service platform, the self-learning system automates certain tasks, e.g. maintaining synonyms, identifying self-service topics or designing templates. Optimized navigation options and reporting functions as well as the new Salesforce integration and the connection of voice services, e.g. via Alexa, make the system the IT backbone for effectively providing knowledge-intensive services via all communication channels.
Knowledge Bot - Automate Service
With Knowledge Bot, Unymira offers a new service chatbot for every environment and every deployment scenario in the service area. It can create comprehensive satisfaction surveys, identify customers at risk of cancellation and provide information directly and easily. The new generation convinces among other things with an intelligent dialogue control and mature possibilities for escalation points, e.g. ticket creation.
Voice service with Alexa – the "natural" service channel
Thanks to Unymira's innovative voice service solution, Alexa will be able to support customer service with answers in real time. The knowledge content is transferred individually and automatically from Knowledge Center to Alexa. However, through the connection with the chatbot software Knowledge Bot, the new digital service agent not only offers answers, but can also ask context-related questions in active dialogue with the user - for a more natural service experience.
"Our customer first solutions established in Europe are also very popular among customer service organizations in America. Feedback at trade fairs and presentations has been very positive throughout, and we were able to win a number of well-known new US customers within a very short time," says Sven Kolb, Managing Director of USU GmbH.