Proactive conversational AI, the future of custome Product

Product

A day in the life of ContactEngine

Drawn from real data, this visualization shows customers flowing from one client’s systems, through ContactEngine, and back again.

The future of customer communications

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with.

It aims to contact your customer before your customer contacts you.

ContactEngine is the first and only third generation customer engagement technology. It delivers genuine conversations run by AI. Welcome to a whole new era of proactive customer service.

Our vision for proactive conversations places ContactEngine firmly ahead of the pack. Our research and innovation/development function will keep ContactEngine out in front for years to come.

How ContactEngine works

ContactEngine delivers proactive customer engagements in 5 steps

Listens for conversation
trigger

Identifies the best possible
conversation path

Starting Intelligent Conversation With Ai

Starts and orchestrates
intelligent conversation

Brings in a human agent
if needed

Confirms outcomes back
to client systems

Client systems

Customer Data Triggers Conversation width=

Listens for conversation triggers

Integrated with your core systems, ContactEngine analyses your data to identify where a proactive conversation is advantageous. These conversation triggers are key, signalling ContactEngine to start a conversation, or to change the path of an ongoing conversation.

As with any good system, the analysis also includes data quality checks to ensure we have the right information to hold the right conversation.

Identifies each conversation’s path

Just as every conversation has an objective, every conversation has a preferred path to reach that objective. ContactEngine AI identifies each customer’s preferred path, and in doing so, increases conversion rates - because it’s much easier to lead someone down a path they would choose for themselves.

Starting Intelligent Conversation With Ai width=

Starts intelligent conversations

ContactEngine opens, maintains and completes millions of simultaneous conversations 24 x 7 x 365. ContactEngine AI ensures that customer responses are understood and replied to in less than half a second.

Ai Human Agent Customer Contact Team width=

Brings in an agent

ContactEngine AI monitors conversations and flags up those that need agent intervention. Your agents can work in your own CRM system or the ContactEngine Agent Desktop. Agents are equipped with the full context of the conversation, enabling precise and timely intervention.

Customer Conversation Outcomes Complete width=

Confirms outcomes to your systems

ContactEngine collects and formats data and automatically feeds it back into your systems, keeping your customer records fully up-to-date. It analyses the data at this stage to provide performance reporting. Valuable, actionable insights allow for continuous improvement and process optimization.

How ContactEngine's proprietary AI delivers better results

ContactEngine proactive conversational ai

ContactEngine's proprietary AI lets customers use their own words in every conversation. It extracts the intent(s) from every customer response and then carries on the conversation. Where it recognizes an issue that needs human intervention, it intelligently escalates the conversation so the customer gets the help they need straightaway.

ContactEngine AI was designed in-house because off-the-shelf solutions from the big names in AI weren't built for proactive conversations. You see, when you start a conversation proactively, you know the questions you're going to ask and the types of responses you're likely to get. This means proactive AI models can be trained to handle specific conversational objectives. Off-the-shelf solutions can't do this. ContactEngine AI is white box, explainable, and built based on a decade of learning gained from running millions of conversations.

Top academics from Imperial College London, King's College London, and the University of Dundee sit on our AI Advisory Board. The Board supports us in evolving and improving ContactEngine AI, keeping it at the cutting-edge.

Embedded conversational context

Conversational context is used to prime models based on the expected responses/intents for a conversation

Multi-intent capability

Responses often include more than one intent. Multi-intent capability makes sure valuable information is extracted, not lost

Client-specific

Models are tailored to the specific conversations our clients need to have with their customers

Proprietary approach to data labelling

We label data in-house for every client, using our own tested techniques for maximum accuracy

It’s not often you come across a technology platform that delivers such immediate, measurable value. The ROI and improvements in customer experience that we’ve realised from ContactEngine have been tremendous, with a return on investment above 10:1 on cost-saving alone. Paul Buttery, COO, Virgin Media

ContactEngine are really working with our business in an integrated way, full of new ideas, good ideas, innovative ideas, and they are always keen to put those ideas in place. Alistair Dobson, Service Operations Director, Whirlpool

The Tennessee Department of Labor and Workforce Development needed a way to engage with citizens, any time of day. ContactEngine mapped out a long-term communications strategy leveraging dynamic asynchronous SMS conversations to enhance citizen care. We’ve had great response rates and engagement continues to grow. We’ve found proactive engagement with SMS conversations to be helpful for citizens to avoid issues, so they can move in their unemployment journey more easily. Chris Cannon, Director of Communications, Tennessee Department and Labor Workforce Development

When an engineer from our company was going out, we probably only successfully fixed 1 in 8 drum calls on the very first visit. We found that now, when we use ContactEngine to do that, we can get to 8.5-9 times out of ten on the first visit. James Warrener, Field Productivity Improvement Manager, Whirlpool

We invest in customer excellence because we truly believe that this is the only way of keeping the customer with us. Delighting them is our strategy. We have been working with ContactEngine for awhile and I have to say that we are really pleased. We found a partner to work with, to find solutions for our customers and this is for us the most important thing. Marco Bellinzona, Customer Services Director, Whirlpool

ContactEngine gives us that ability to be able to tailor the conversations to exactly the customer journey and the type of customer that we're dealing with at that point of time. ContactEngine also brought a lot of experience around linguistics, channel of choice, choosing the right time to contact the customers, the medium to contact customers... All that knowledge was extremely valuable in making sure that we had a high contact rate and a high level of engagement from our customers as well. Clyne McCarthy, Technical Applications Manager, BT Enterprise

As a result of implementing ContactEngine proactive conversations within customer order journeys, we saw a reduction in cost of around 60%.. It’s been a dream. Clyne McCarthy, Technical Applications Manager, BT Enterprise

Leveraging technology like ContactEngine helps us achieve our goal to enable meaningful automated experiences from ordering to installation…. We’ve only just scratched the surface on the many use cases that ContactEngine can support within TELUS and have already seen a fantastic return on investment. Chris Shave, Business Analysis Manager, TELUS

ContactEngine's expertise has enabled us to go into areas that we hadn’t anticipated which for me shows real value. ContactEngine has had a material impact on our operation. David Bowring, Head of Technology, British Gas