COVID-19 use cases
Checking COVID-19 status when arranging technician in-home appointments, both for the person making the visit and the household being visited, and automatically rescheduling where there are issues.
Enabling call center colleagues to work from home
With ContactEngine's conversational AI orchestrating the majority of conversations, and call-center agents using ContactEngine's agent desktop to assist the remaining customers requiring extra help, conversations can continue easily via the customer's channel of choice.
Giving people the option to receive temporary free upgrades to higher bandwidth, and adjusting their billing arrangements.
Helping people deal with billing issues such as changing their billing cycle or delaying payment.
ContactEngine specializes in emergency communications for companies with very dispersed colleagues and no centralised intranet: colleagues can call into an emergency number and raise an issue, then the recording is automatically sent to various colleagues who can further escalate (at the touch of a button) and schedule a conference call to decide the next action.
Our covid-19 related insights
This whitepaper examines the interplay between 4 key Covid-19 call center metrics. Measure them now, and learn how ready you are for increasing your levels of customer self-service.
Will Covid-19 lead us back to the Dark Ages or bring us into the 'Light Ages'? CEO Prof Mark K. Smith discusses
What is Human-Computer Rapport, and why do we need it? AI experts Prof. Chris Reed (ARG-Tech, University of Dundee) and Prof. Mark K. Smith (CEO, ContactEngine) and Euan Matthews (ContactEngine) discuss the technology behind contextualised communication between computers and humans.
The conversation continues: Elena Musi, Lecturer in AI and Communication at the University of Liverpool, speaks to Prof. Chris Reed on various topics ranging from trustworthiness (bias and transparency in AI) and whether or not we're on the verge of an AI winter.