Artificial intelligence to automate intent recognition and data extraction from customers requests

Use case report

Questions, concerns, claims or complaints

¿How to transform the experience from something negative to something positive?

Improve the interaction with your customer automating the response process, triggering suggestions before complaints are raised and ensuring follow ups and satisfactory answers. All done with Work.r Machine Learning technology.

Make your businessa smarter one

www.workr.com.co

Make your business

a smarter one

Recommendation

features

Engine

PredictiveEngagementEngine

CustomerData Engine

Optimise communication parameters, selecting the best channel, time of the day and persuasive message, to ensure that your customer receives relevant information with Work.r Predictive Engagement Engine. The engine integrates with channels like email, Chatbots, WhatsApp™ Business or voice interaction and delivers campaigns automatically.

Some requests become repetitive when customers miss relevant information. You can prevent this type of requests sending personalized notifications that are smart, dynamic and valuable to the customer, using the Recommendation Engine. Suggestions are integrated with a breadth of channels including email, Chatbots, WhatsApp™ Business or voice interaction.

Send follow up content and suggestions that are relevant to the request raised by your customer to provide them with additional value. This contact through the channel that has received a better response. Your customer will receive personalised treatment and improve its perception of your business.

Behavior-based and context informed suggestions made through the customer journey can be impactful:

Provide suggestions to your customers to prevent receiving a complaint

Improve interactionwith your customer and ensure that they receive your suggestions

Follow up with your customers to ensure their satisfaction

Intake

ProcessRecognition of intent

and gathering of data

Customer

follow up

Data validation and

request resolution

Customers who have not received recommendations or for whose request was unavoidable, proceed to log a request through a digital platform, customer service center or phone attention line.

Work.r engines follow up with the customer ensuing their request. Customer satisfaction and a positive answer is pursued through recommendations related to the request and effective interaction.

Work.r platform recognizes the intent and gather all customer data of relevance including name, identification document and number, etc.

Requests are automatically converted to digital text, regardless of its original format, to enable its processing.

Request is validated. If it is a standard request, the Work.r platform responds applying the best channel, time and message using the Predictive Engagement Engine. Alternatively, the transcript and intent is allocated to an agent for resolution.

Provide recommendations to

each requestOptional and dependent on the situation.

Machine LearningCustomer request process transformed with

Text extraction from

request

for customer service features

Dashboard monitoring

Set-up personalised reports and charts so your staff can quickly identify trends and operational information on campaigns and automations.

On demand pricing, according to volume

Pay only for what you use. Work.r pricing adjusts to your customer workload, no licenses, no consulting.

Personalized campaigns deployment - ML based

Don’t limit your institution to “dumb” automations or passive analytics. Deliver ML powered campaigns without the complications associated with theoretical analytics and academically inclined data-science.

Integrability with enterprise applications, digital properties and channels

No need to migrate or transition to other apps or websites. Work.r is fully API based so you can improve on your existing assets and processes without excruciating CRM, ERP or platform transitions.

Conversational, contextual knowledge base

Use powerful enterprise search to put every piece of information available to your customers when they need or desire, and as part of the process itself. Knowledge delivered in conversations, right when your users need it, thanks to the capabilities of natural language processing.

Personalized campaign channels and contact points

Expand your customer service process from self-service web-forms and contact centers to the flexibility of conversational channels like WhatsApp™ Business, Chatbots or voice interaction, for the ultimate convenience. Traditional engagement tools of your choice include e-mail, SMS and push notifications.

Automated campaign launch through multiple channels

Based on interactions across channels, Work.r can fully automate campaign design and delivery for promoting low rotation items, induce novelty and ultimately propel revenue from customers without depending on manual marketing efforts.

Platform agnostic and easy to integrate with your IT systems

Work.r will boost the efficiency of your currently deployed resources rather than replacing them. This means you can keep your trusted marketing agency, contact center or marketing solution provider.

Find more information and book a demo with an expert in: www.workr.com.co

Enterprise ArtificialIntelligence

Platform

RecommendationEngine

PredictiveEngagement

EngineCustomer Data

Engine

RevenueGrowth

Customer Engagement

Data Extraction (Automated)

Products

Features

by industryTemplates AI that is

barrier freeAI as a service

Pricingon demand

Finance

Insurance

Education

Utilities

Retail

Telcos

Easy to try

Easy to adopt

Easy to integrate

Software agnostic

Serverless

API based

Results driven

Dashboard monitoring

By completed task /goal

Make your businessa smarter one