At UnifyCX, our AI platform works in lockstep with our agent workforce to deliver greater efficiencies, reduction of CX costs, and higher CSAT that is trained to your custom business inputs.
By incorporating specific business inputs like knowledge bases, website data, chat transcripts, and policies, the custom model optimizes outputs, resulting in precise and contextually accurate responses.
UnifyCX’s virtual agents, like our AI-powered chatbot, can provide customers with answers instantly, directly on your website or app, 24/7
Offering a self-service option is not only a better experience for your customers, but it is also the single most effective way to increase deflection.
Our clients in industries like cybersecurity, e-commerce, and IT have seen deflection rates of over 70% for routine Tier I contacts.
Our suite of Agent Assist tools help our team during and after customer interactions. It surfaces the most relevant information, so agents no longer have to search for what they need. This reduces average handle time (AHT), so customers are getting the best answers faster.
Agent Assist also helps newer agents ramp up faster and feel more confident they are giving the customer the right answer – one of the most frequently cited causes of new agent attrition.
UnifyCX automates tasks like conversation checklists, reducing agents’ need to multitask.
We automatically generate call summaries, which typically reduces after call work (ACW) by 10-30%.
Unlike at a typical BPO, our agents can be more present, listen more actively, and react in a more genuine, human way.
This translates into higher CSAT, more upsells and repeat purchases, and higher customer LTV.
Traditional BPOs rely on manual QA, which can check, at most, 2-3% of customer interactions for quality and compliance.
UnifyCX utilizes AI-powered technology to automatically analyze 100% of customer interactions.
We check transcripts against your company-specific scorecard, dramatically reducing the need for human QA.
Our automated QA dramatically improves compliance, as well as increases adherence to performance SLAs.
UnifyCX automates repeat user tasks instantly such as password resets, form submissions, and document requests via self-service channels across chat and IVR, reducing agent fatigue and allowing them to focus on more complex queries.
Personalized coaching plans are generated weekly for each agent based on recent QA assessments. In addition, the UnifyCX platform creates high-level summaries for each agent that highlight what they are doing well and growth opportunities with breakdowns of the feedback with specific examples to aid 1:1 discussion between the agent and coach. The plan includes recommended before-and-after actions for each growth area that are unique to each agent.
The power of AI in the customer experience space has the ability to impact both efficiency and customer satisfaction.
CSAT Score
Tier 1 Deflection
CSAT Improvement
Decrease in time to onboard
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