Both contact centers and customers are moving towards self-service. Contact centers want to reduce costs and improve customer experience. Customers like quicker responses with 24/7 support and they are more willing to do it without a live agent, if the self-service capability meets their needs. Unfortunately, today’s self-service applications (bots) often fail to meet customers’ needs. This results in frustrated customers ending up interacting with a live agent, negating the organization's cost and CSAT benefits.
Enlighten Experience Optimization (Enlighten XO) makes self-service applications smarter by analyzing actual agent-assisted audio and chat interactions. It also provides the relevant portions of those real conversations back to self-service teams to use in their products. Enlighten XO's AI-driven automation scores make it simple to focus on customer intents which are the best candidates for self-service.
With Enlighten XO, you can:
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Identify the latest customer intents.
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Improve resolution through digital channels.
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Increase self-service resolution rates.
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Reduce customer effort with smarter self-service.
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Decrease costs for human-assisted channels.
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