The conversational interfaces or chat bots are automated programs that replicate your brand experience with customers, open 24/7 (365). The bot can be trained and taught to handle a plethora of calls and situations, and as always can re-direct calls to agents or appropriate parties.

 Extend your brand experience into your communication channels

Consumers expect omni-channel communications and prefer to engage with your brand in their own terms. Users expect multiple formats of engagement, from email to text, phone call, and now on-demand chat bots. Regardless of the communication method, your brand must be ready to engage with clients and pursue sales with dedicated promotions and relevant content.

At DFX5, we are pioneering automated contact centers that use multiple channels for communication. The contact centers function as a business division within your organization to manage all customer interactions. Yet, unlike a traditional call center, which receives requests only by telephone, our proprietary contact centers can handle inbound and outbound customer communication over multiple channels, such as telephone, web, chat, email, messaging apps, social media, text, fax, and traditional mail.

Once we setup the multi-channel contact center we develop unique conversational interfaces that use machine learning to help your customers. The conversational interfaces can be phone called, texted, emailed or chatted with via websites or applications. The interface is more flexible than a traditional IVR system and can understand not just common utterances but also similar synonyms to gauge intention. Once an intention is understood then the conversational interface extracts the necessary information to carry out the resolution action. Then once equipped with the intention and the necessary data, the conversational interface triggers a process to go ahead and carry out the intention (pay my bill, order pizza, or any other activity).

The integration of machine learning enables the conversational interface to predict the reasons for the communication, even before the user has had a chance to utter the intention. The conversational interface anticipating the reason for the call can proactively search for responses or alternate outcomes for user. For instance, image a conversational interface for a passenger rail system. If there are delays or cancellations due to weather, the customer support center is expected to receive a flood of calls from customers looking for alternate travel plans. If a confirmed passenger calls, the conversational interface may extract the destination and proactively suggest the passenger an alternate travel route. Anticipating the reasons for the call diminishes the time for resolution and improves customer satisfaction.

To show how powerful a contact center with AI/ML tools can be for your organization, please follow this link to a demo of the tool. We assist companies develop extremely capable bots that integrate with other tools like CRM, EHR and Asset Management systems.

The team at DFX5 has extensive experience with the development of chat bots and has been recognized as one of only a handful of companies around the world for our capability of designing chat bots that use Amazon Connect and artificial intelligence tools.