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BY THE NUMBERS
The Avaamo Contact Center AI
86%
Reduction in live agent calls
20M
Contact center calls resolved in 2020
40M+
Our COVID Appointment Scheduler services 40 million patients
54%
Increase in NPS
Ashley MacMillan on Using AI to automate the Contact Center
“We were in the midst of COVID, which we still very much are, but for us, we were getting an influx in calls that had tripled our call volumes. So, the question was, ‘how do we quickly get this information to our patients?’ Obviously there was a need there based on the volume of calls, and a need for that education.
So, for us the first use case was the COVID chatbot, which then tied into our COVID call center bot, based on the need that we saw in our community. More importantly, making sure our patients were informed, that they were getting the information that they needed.
In addition to the COVID chatbot, we also had the COVID-19 self-checker, which was huge, because I think many of us found ourselves in a position where we were wondering “Oh my gosh – have I been exposed? Do I have COVID?” Right? So just for them to be able to hop on and quickly manage something like that themselves and get the response they needed, which in turn would direct them either towards their healthcare provider, or quarantining, or whatever that looked like.
Those were some of the initial things that we did to meet that need and demand.
“Truly professional organization which provides end to end solutions”
Whenever we approach for a solution, we receive the same within expected timelines...read more
“One of the best conversational platforms”
The conversational platform of Avaamo is comprehensive yet easy to use. The platform is robust enough to handle a huge number of requests with ease...read more
“Highly personalised cognitive search automation”
We have implemented Avaamo Answers, and it's truly a unique solution in the market amongst the cognitive search solutions with conversational AI capability. It enables a conversational search experience with thousands of documents buried in silos across the enterprise...read more
“Global enterprise conversational platform”
Avaamo fits the bill as a true enterprise C-AI platform with pre-built domain skills, 100+ connectors to various enterprise apps, ability to deploy on multiple channels including voice channels and extensive tooling for non-developers to deliver any type of conversational AI enterprise usecase. Its conversational AI engine transforms complex enterprise workflows into full fledged conversations between our users and enterprise systems...read more
“Focus on outcomes as required by the client to serve the customer at its best”
Avaamo's contact center AI enabled us to automate business processes and eliminate live agent utilization for a significant portion of our incoming calls. The platform understands natural language and automatically steers the user to the right response / flow and help reduce wait time, average handling time and improved overall customer experience...read more
