Automation

COM­PLEX WORLD. SIM­PLE PROCESSES.

The assem­bly line was a great idea! But it was automa­tion that made it human-​friendly: Arti­fi­cial intel­li­gence frees employ­ees from monot­o­nous tasks and processes and cre­ates free capac­ity for more chal­leng­ing tasks. Opti­mized processes first increase employee sat­is­fac­tion, then the qual­ity of the work per­formed – and finally your busi­ness suc­cess.

Arti­fi­cial Intel­li­gence

Repet­i­tive processes require lit­tle intel­li­gence, but a lot of time. Do not slow down your employ­ees unnec­es­sar­ily: State-​of-​the-​art tech­nol­ogy can already han­dle a large pro­por­tion of repet­i­tive tasks today.

  • Reduc­tion of tedious rou­tine tasks
  • More time for more com­plex work
  • Higher job sat­is­fac­tion

Chat and voice bots

Bots com­mu­ni­cate across all chan­nels, for exam­ple via phone, email or chat. No mat­ter on which chan­nel you want to auto­mate your cus­tomer dia­log – we help you! You decide which tasks the bot shall han­dle and to what extent it shall sup­port its human col­leagues.

  • Cost effec­tive 24/​7 ser­vice
  • Higher cus­tomer sat­is­fac­tion
  • Min­i­mized wait­ing times and improved cus­tomer ser­vice, e.g. via self-​service

Process mon­i­tor­ing

Our web-​based mon­i­tor­ing shows you, clearly and in real time, the avail­abil­ity and work­load of your Con­tact Cen­ter – and pro­vides access to daily data of your sys­tem.

  • Real-​time mon­i­tor­ing of all rel­e­vant key fig­ures
  • Repri­or­i­ti­za­tion of con­tacts and busi­ness cases
  • Con­trol of agents and role-​based, gran­u­lar rights man­age­ment

Report­ing

All sta­tis­ti­cal data on the work­load and oper­a­tion of your Con­tact Cen­ter is col­lected in reg­u­lar reports. The advan­tage: detailed insights into ser­vice qual­ity and resource usage. The per­fect basis for quickly opti­miz­ing exist­ing processes – and achiev­ing your goals.

  • Eval­u­a­tion of all impor­tant key fig­ures
  • Agent and team eval­u­a­tion
  • Cus­tom eval­u­a­tions

Inter­est­ing read­ing about AI

Tech­ni­cal Arti­cle

Bots based on deep learn­ing algo­rithms make intel­li­gent con­nec­tions and take Arti­fi­cial Intel­li­gence to the next level. We show how it’s done!

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Arti­fi­cially intel­li­gent, nat­u­rally effi­cient

That’ s why you should strengthen your team with a bot

With the help of chat and voice bots, you can save time and money in cus­tomer dia­log, increase the avail­abil­ity of cus­tomer ser­vice, and reduce the work­load of your employ­ees. At the same time, you achieve higher cus­tomer sat­is­fac­tion thanks to shorter wait­ing times.

Bots com­mu­ni­cate on all chan­nels. No mat­ter on which chan­nel you want to auto­mate your cus­tomer dia­log – we pro­vide you with a cus­tomized solu­tion: On premises or from the cloud!

Bet­ter per­for­mance

The use of bots reduces the aver­age call dura­tion of your ser­vice cen­ter agents. In addi­tion, the call for­ward­ing rate decreases. Your employ­ees no longer have to do monot­o­nous work and can focus on value-​added tasks.

Higher avail­abil­ity

Chat and voice bots pro­vide a cost-​effective 24/​7 ser­vice. The bots com­mu­ni­cate on all chan­nels and are avail­able around the clock. If required, they are even capa­ble of proac­tively con­tact­ing your cus­tomers.

Reli­able col­leagues

Chat and voice bots take over part of the cus­tomer dia­log and are highly effi­cient in doing so. They store all impor­tant infor­ma­tion, find the right con­tact per­son for each cus­tomer, and eas­ily han­dle heavy work­loads.

Happy cus­tomers

Cus­tomers are friendly greeted by bots, receive quick assis­tance, and do not have to repeat their con­cerns sev­eral times. Thanks to the short wait­ing times and direct access to stan­dard­ized infor­ma­tion, cus­tomer hap­pi­ness increases sig­nif­i­cantly.

Dynamic Dia­log

Automa­tion made by IP Dynam­ics


You want to set up a chat­bot or a voice por­tal – or even both? With our Dynamic Dia­log, we auto­mate your cus­tomer com­mu­ni­ca­tion. Com­pletely cus­tomized accord­ing to your require­ments. By com­bin­ing our tech­nol­ogy and exper­tise with suit­able third-​party and part­ner solu­tions, we achieve the opti­mal result for you.

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Our AI solu­tions for cus­tomer dia­log

Wordy with tex­tual under­stand­ing



Voice tech­nol­ogy

Microsoft voice tech­nol­ogy enables voice-​driven inter­ac­tion between your cus­tomers and your appli­ca­tions. The Microsoft solu­tion rec­og­nizes spo­ken words and gen­er­ates arti­fi­cial speech (text-​to-​speech). In addi­tion, Microsoft voice recog­ni­tion enables you to achieve the goal of dig­i­tal acces­si­bil­ity.



Nuance

Nuance Rec­og­nizer enables seam­less self-​service and opti­mizes your cus­tomer expe­ri­ence. The inte­grated engine under­stands and processes nat­ural dia­logic speech. The Rec­og­nizer learns from mis­takes and thus works more and more accu­rately over time.



SymDialog5

Sympalog’s SymDialog5 can con­trol dif­fer­ent types of dialogs: as an IVR appli­ca­tion, as a chat­bot or as a dialog-​oriented back­end mod­ule to con­trol appli­ca­tions. The mod­ule com­bines intel­li­gent and user-​friendly dia­log con­trol with knowl­edge from your back­end sys­tems.



aiai­bot

aiai­bot offers a cloud-​based, easy-​to-​integrate chat­bot. The plat­form fea­tures an intu­itive story builder that allows for both guided dialogs and open-​ended ques­tions. The story builder also allows inte­gra­tion of images, GIFs, videos, file uploads and polls. This way, the easy-​to-​manage chat­bot can be cus­tomized accord­ing to your needs.



Our suc­cess sto­ries

Mis­sion accom­plished.

Voice por­tal han­dles 5,000 calls per day

The new voice por­tal reduces the work­load for Sig­nal Iduna employ­ees, low­ers inter­nal for­ward­ing rates and short­ens wait­ing times for callers.

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Always avail­able — even in an emer­gency

Thanks to a mod­ern com­mu­ni­ca­tion solu­tion by inno­va­phone with inte­grated alarm sys­tem, the staff at the Vinzenz von Paul Hos­pi­tal is avail­able at any time and any place.

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FAQ

What means automa­tion?

By automa­tion, we mean the inde­pen­dent han­dling of var­i­ous tasks or processes by IT solu­tions. The need for human inter­ven­tion is thereby lim­ited as far as pos­si­ble or elim­i­nated com­pletely. Depend­ing on the degree of automa­tion, we speak of par­tially or fully auto­mated solu­tions. Automa­tion serves to accel­er­ate cer­tain work processes, increase pro­duc­tiv­ity and min­i­mize sources of error.

The advan­tages for your com­pany are obvi­ous. But your employ­ees also ben­e­fit from automa­tion solu­tions. Since repet­i­tive man­ual processes are par­tic­u­larly suit­able for automa­tion, your employ­ees are relieved of recur­ring stan­dard tasks. As a result, they gain time and can focus on activ­i­ties that require more atten­tion. And because col­leagues who are chal­lenged more enjoy their work, their work­ing atmos­phere auto­mat­i­cally improves as well.

In prin­ci­ple, automa­tion is an option in numer­ous appli­ca­tion areas in the IT sec­tor. In the Con­tact Cen­ter envi­ron­ment, for exam­ple, the rout­ing of con­tacts and the dis­tri­b­u­tion of work are auto­mated. If, for exam­ple, the machine takes over the query of basic data for each caller and con­nects them quickly and accu­rately with the right con­tact per­son, the ser­vice employ­ees have more time for the qual­i­ta­tive con­sul­ta­tion. The inter­nal trans­fer rate drops, and caller sat­is­fac­tion increases.

What can AI do today?

Until today, the term “Arti­fi­cial Intel­li­gence” has been asso­ci­ated with all kinds of vague ideas about what AI can and can­not do. Yet the tech­nol­ogy has long been an inte­gral part of our every­day lives. How­ever, we usu­ally asso­ciate AI with com­plex machines or human-​like robots and ignore the fact that the tech­nol­ogy can also be found in small appli­ca­tions and tools. In other words, we use a vari­ety of AI-​based appli­ca­tions and ser­vices with­out even real­iz­ing it. Every day, smart voice assis­tants read all our wishes from our lips, web stores sug­gest suit­able prod­ucts, thanks to sophis­ti­cated algo­rithms, our cars maneu­ver them­selves into the small­est park­ing spaces, and our inquiries on var­i­ous web­sites are answered by friendly chat­bots.

The major­ity of such sup­port­ing sys­tems are mostly rule-​based and are lim­ited to a clearly defined area of appli­ca­tion. How­ever, AI can do much more. So-​called deep learn­ing algo­rithms are able to inde­pen­dently link learned con­tent with new con­tent due to a large infor­ma­tion base and the struc­ture of neural net­works. In addi­tion, they make analo­gies with­out being con­fronted with cer­tain key terms in the con­text of a ques­tion. In other words, they can “think around cor­ners.” The more rel­e­vant data such sys­tems process, the more reli­able they become. In this way, the “learn­ing effect” ide­ally leads to con­tin­u­ous self-​optimization.

Com­pa­nies can ben­e­fit sig­nif­i­cantly from the use of Arti­fi­cial Intel­li­gence. In the Con­tact Cen­ter envi­ron­ment, part of the cus­tomer com­mu­ni­ca­tion can be auto­mated with the help of arti­fi­cially intel­li­gent sys­tems. Thanks to deep learn­ing meth­ods, even rel­a­tively flex­i­ble dia­log guid­ance is pos­si­ble. In pro­duc­tion con­trol, processes can be auto­mated with the help of arti­fi­cially intel­li­gent solu­tions.

What is deep learn­ing?

Most arti­fi­cially intel­li­gent sys­tems we cur­rently see are based on the prin­ci­ple of machine learn­ing. The aim of this method is to rec­og­nize cor­re­la­tions or pat­terns by intel­li­gently link­ing or sta­tis­ti­cally eval­u­at­ing data in order to derive con­clu­sions or make fore­casts. To do this, the learn­ing machine must be pro­vided with a suf­fi­ciently large data­base. In addi­tion, it must be enabled to process this data by pro­gram­ming spe­cial algo­rithms. This means that human action is nec­es­sary before the machine can develop its Arti­fi­cial Intel­li­gence.

Deep learn­ing is in turn a sub­area or a fur­ther devel­op­ment of machine learn­ing. It is based on arti­fi­cial neural net­works whose struc­ture and func­tion are mod­eled on the neu­rons of the human brain. Thanks to a large infor­ma­tion base and the struc­ture of the neu­ronal net­works, a sys­tem based on Deep Learn­ing should be able to link learned con­tent with new con­tent inde­pen­dently and, in the long term, across dif­fer­ent areas. In this way, new learn­ing processes are to be con­tin­u­ously ini­ti­ated. The goal is that the machine does not sim­ply learn, but that it learns to learn. In the­ory, human inter­ven­tion in the learn­ing process is no longer manda­tory.

For exam­ple, a deep learning-​based voice bot does not need to think through all poten­tial dia­log paths in advance and take into account the entire range of cus­tomer for­mu­la­tions. The bot sim­ply needs a suf­fi­cient data­base to be able to work com­pletely inde­pen­dently.

Can humans and bots be good col­leagues?

The con­cern that jobs will be lost as a result of automa­tion is wide­spread. After all, activ­i­ties that were pre­vi­ously per­formed by humans are now being car­ried out by machines. In fact, how­ever, the tech­nol­ogy behind the bots is miles away from mak­ing humans unnec­es­sary. And apart from that, it is not even aimed at replac­ing them com­pletely. In the Con­tact Cen­ter envi­ron­ment, automa­tion is only intended to relieve human employ­ees, but by no means to replace them.

For exam­ple, voice bots are not used to avoid cus­tomer meet­ings with employ­ees, but to pre­pare them in the best pos­si­ble way. As soon as the bot hands over a con­tact to the employee, it pro­vides him or her with the pre­vi­ously queried infor­ma­tion. In prac­tice, it has been shown that chat­bots only develop their full effect in cus­tomer dia­log in inter­ac­tion with human agents. In the ideal case, humans and machines go hand in hand thanks to a sen­si­ble divi­sion of tasks.

Once the con­cerns and reser­va­tions have been over­come, voice and chat­bots enjoy great pop­u­lar­ity with their human col­leagues. No won­der, after all, the machine helpers in the ser­vice cen­ter take over a large part of the tedious and monot­o­nous rou­tine tasks.

Do you have ques­tions about our solu­tions?

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