COVID-19 use cases
In-home appointments
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.
Bandwidth upgrades
Giving people the option to receive temporary free upgrades to higher bandwidth, and adjusting their billing arrangements.
Billing conversations
Helping people deal with billing issues such as changing their billing cycle or delaying payment.
Emergency communications
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
Covid-19: accelerating the future of customer service
WHITEPAPERThis 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.
Proxy measures of COVID-19 infection rates
BLOGHow long does the Covid-19 lockdown have to last? Prof. Mark K. Smith shares his insights.
What did the Romans ever do for us? How the Covid-19 crisis compares to 410AD
BLOGWill Covid-19 lead us back to the Dark Ages or bring us into the 'Light Ages'? CEO Prof Mark K. Smith discusses
Human-Computer Rapport
VideoWhat 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.
An Insider's Guide to Artificial Intelligence with Elena Musi and Prof. Chris Reed: Part 2
VideoThe 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.
