Did you know?
78%
of millennial customers change providers after one poor customer experience
77%
of organisations say customers are willing to pay more for convenience
91%
of customers are more willing than ever to switch brands if unsatisfied
Overview
Conversational AI
Conversational AI (also referred to as chatbots or virtual agents) are increasingly being utilised by organisations to improve their support experience, reduce costs, increase sales and build brand loyalty.
When it comes to developing and implementing this technology in the customer and employee experience space, there are some common goals: high accuracy in recognition, low levels of maintenance, and freedom from the fear that irrelevant, unsanctioned or inaccurate content will be delivered.
NEC’s Conversational AI (CAI) solution adopts a hybrid approach that brings together humans and artificial intelligence (AI), allowing the chatbot or virtual agent to continually improve based on the way it is being used while also enabling organisations to maintain control over the reliability of responses.
Conversations across touchpoints in a seamless, personalised way.
Why NEC?
NEC has been building, installing, monitoring and managing customer experience platforms for Australian customers for over 25 years. From out-of-the-box to fully customised solutions, we’ve delivered 800+ contact centre management solutions and service 13,000+ contact centre seats.
With a proud 50 year history of supporting Australian businesses, our professional and managed service capabilities set us apart. Our highly-skilled teams take an in-depth look at your requirements and design the right technology fit to produce genuine business outcomes.
CAI can be delivered as a standalone solution or it can integrate with NEC’s CX portfolio - fitting within the NEC service framework to provide peace of mind to customers that they will be supported by our safe pair of hands.
Lower cost to serve. Improved customer experience.
Capabilities
Improved CX
A high level of accuracy in recognition, low levels of maintenance.
Rapid deployment
Small solutions without integration can be deployed within a couple of weeks.
Integration
SSO, CRM and other personalised account information to provide personalised responses.
Leading technology
Named the Product Leader in AI-Enhanced Customer Self-Service by Frost & Sullivan.
Multi-channel
Deployed via web, mobile, social, messaging platforms, SMS, contact centre, service desk, live chat, IVR and voice assistants.
Human involvement
Integration with NEC’s live chat system to provide seamless escalation from virtual to live agent.
Process automation
Allows for management of permissions and workflows from content creation, approval, revision through to publishing.
Machine learning
Hybrid approach to self-learning, combining human input with machine learning to create efficiency and predictability for all.
Insights
What's Next for Unified Communications; AI, Immersive Collaboration, and Beyond
The Future of Hybrid Meetings: Why as-a-Service is the Way Forward
5 Tips to Control UC Costs Without Compromising Experience
The Hybrid Collaboration Checklist - 7 Essentials Every Workplace Must Have
Solutions
Cloud Transformation
Map your cloud journey from risks to workloads
CXone Cloud Contact Centre
Cloud native built on a market-leading contact centre platform.
Knowledge Management
Find answers fast for confident employees and happier customers.
UCB Contact Centre
On-premise solutions for local councils and small business
