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Imagine this: A customer calling your contact center gets connected to the wrong person and goes through long holding times and repeated call transfers. Not only is his experience with your brand ruined, but it could also kick up a social media storm that can bring down your brand image for a much wider audience. One way that smart contact centers avoid such situations is by using Intelligent routing to identify callers, predict their needs and connect them to the right agents quickly.
Sensiple’s intelligent routing engine, Intelisense is built with AI and ML capabilities to ensure that all your customers get the personalized attention they expect and deserve.
Take contact center personalization to the next-level with an intelligent routing engine!
Deliver great customer experiences all around the year
InteliSense ensures smooth routing 24*7 *365 days by allowing you to configure holidays and business hours and set specific routing rules for holiday and after-business hours
Make precise matches between customer queries and agent skill groups
Group agents with different levels of skills, areas of expertise and years of experience; connect callers to the skill group that is best suited to meet their queries. Skill-based routing helps you deliver better customer experiences by ensuring the right calls go to the right agents, the first time.
Reduce costs and boost overall performance
InteliSense’s intelligent routing helps in even distribution of call loads and improved metrics like faster resolution time and CSAT which brings down call charges and ramps up overall efficiency.
Orchestrate tailor-made customer journeys
Personalize customer journeys by routing calls based on each user’s demographics, preferences, intents, sentiments and prior call experiences. With InteliSense, you can always connect your dissatisfied users to the best agents of the day and notify supervisors whenever a user sentiment turns negative.
Provide cohesive experiences despite call breakages
In case of call disconnections or breakages, reduce caller frustration by automatically routing calls back to the last agent the caller spoke with.
Step up your CX by leveraging our Digital Human Solutions
Digital interactions have now taken the center-stage in brand experience. Most users have warmed up to chatbots and Virtual assistants offering instant resolutions and near-human conversations. That doesn’t, however, stop them from occasionally sighing over the loss of the human touch in these digital experiences.
What if we say your users can have the best of both these worlds, the limitless potential of AI and the vibrancy of Human conversations? Your business can be represented by a tireless, attentive AI avatar that looks and feels more human – a digital human.
Check out our digital human solution on car rental use case:
We use Pineblue deep expertise in customer experience technology and Uneeq’s innovative interface to bridge the gap between human and Conversational AI interactions. Want to know more?Contact Us
Our Routing Capabilities
