Customer Service V2

Meaningful AI that helps you understand, engage, and serve your customers





IV.AI creates a neural networks using a combination of deep learning, supervised learning, and unsupervised learning to bring the entire customer service chain to 96% automation IV Deep IV NLP IV Emotional IV Learning Core Analysis Context Strictly Confidential

What are key components of a GREAT CX utilizing AI? Customer Journey Mapping Was it frictionless for a customer to find answers to their questions? First Contact Resolution Did your company answer the customers questions on the first contact? Average Handle Time Did your organization understand and respond to the customers inquiries quickly? Customer Sentiment and Analysis Was there engagement to drive brand loyalty by knowing your customer? Strictly Confidential

What drives the need for AI A recent MIT survey showed that improving efficiency and customer intimacy are the top 2 reasons that drives the need to invest in AI. 24 X 7 365 days availability More than 50% of customers expect the same turn around time whether it’s day or night. Strictly Confidential

Customer Journey Mapping Netflix converted from a standard CSAT questionnaire to simplification of thumbs up and thumbs down. IV.AI mapped out the customer journey by recommending to the viewer what to watch based on an emoji Strictly Confidential

CX Attributes improvement The same MIT study shows that 60% to 80% has seen improvements in the following CX attributes with Customer Lifetime Value and Overall Revenue Performance showing the highest percentages both at 86% Strictly Confidential

Reduction in Average Handle Time AeroBot is able to book flights for passengers in under 3 minutes. The AeroBot enabled Live Agents to reduce AHT by 9 minutes. By doing so the customer’s experience increased from 1.8 to 4.6 STARS Average time spent went from 16 mins to 7 mins (hybrid) to 2:40 mins (automated) Strictly Confidential

AI Resolution Rate Cost Reduction on overhead According to a recent study, 85-90% of customer expects that companies provide them with a way to help themselves. With AI, companies will have a wider reach in providing Automated Support which can be a form of self-service inquiry resolution Study showed that 76% of CX Leaders’ AI can answer 25% and more of customer inquiries Strictly Confidential

First Contact Resolution IV.AI’s engine can plug into all major CRM and knowledge management systems to add a layer of 'smarts' that understands needs and automates processes that don't require human intervention. In a hybrid model AI will drive a better Customer and Agent experience by allowing the agent to understand why the customer is contacting your company Strictly Confidential

More efficient Workforce Management With an AI platform available 24 X 7, live agents staffing and scheduling can be augmented. These agents can be assigned to perform other non routine work. Properly Built Lexicons such as IV.AI Cost per acquisition reduction up to +85% Cost Per Contact Reduction as high as 90% Marked conversion increase of +14X Strictly Confidential

Going to where they are! Samsung’s use case Samsung will use QR codes to convert offline to online. Once engaged the bot will push product specific ads to the consumer. Giving them a frictionless buying experience on the Smart network Strictly Confidential

Omni-Channel Intelligence IV.AI’s model understands business logic to offer insights into the elements that drive the most engagement. Business executives can test assumptions, explore options, and drive optimisation IV.AI can answer your customers queries and complaints regardless of the channel. Our AI will re-target the customer for future purchases or ensure all inquiries were answered correctly. Strictly Confidential

Get in touch - we’d love to hear from you Learn Learn about machine learning via one of our live neural networks at IV.AI or see press Listen Hear the AI Review podcast that explores how enterprise is using AI by clicking the logo Connect Chat with one of our team members and see relevant case studies: [email protected] Strictly Confidential