By proactively keeping customers engaged in conversation, businesses learn what each customer wants or needs without asking them to call in or use another channel, resulting in increased operational efficiency and no additional burden on the contact center.
“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.”
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Proactive Conversational AI: FAQs
No more silence
Utilizing proactive conversational AI, NICE ContactEngine removes the need for you to make assumptions about the needs, wants, and actions of the customers that never contact you. Engage every customer in long-duration conversations, through multiple milestones, delivering 90% success (aka containment).
Learn how Lumen goes beyond frictionless to provide a humanized, personal customer experience with NICE ContactEngine, for cost savings and optimal CX.
We believe customers should never have to ask–you should serve them proactively, on the front foot. Common innovation in customer engagement tools like digital apps, chat bots, and AI virtual assistants has been aimed at managing inbound customer inquiries. Shifting to outbound technologies, as ContactEngine offers, by initiating customer engagement means offering ease and expedient interactions to your customers. Doing so with genuine conversations run by AI ensures customers are provided with the most efficient and highly accurate information, always, as well as transforming the scalability and costs of your operations.
ContactEngine is the next generation of customer engagement technology aimed at benefiting your customers across the entire journey. ContactEngine delivers results with a more than 10:1 ROI on cost saving alone, transforms customer experiences with proactive outbound customer communication, and increases net promoter score (NPS) and customer satisfaction (CSAT).
ContactEngine technology improves employee experiences across your organization, reducing redundant and repetitive tasks and increasing efficiency with unique benefits: embedded conversational context to prime models based on expected conversational responses/intents, multi-intent capabilities ensuring that valuable information is extracted and not lost, client-specific models tailored to your specific needs, and in-house data labeling for maximum accuracy and actionable insights.
Remove the guesswork
Proactively get to know what each customer is thinking and take the right action the first time, reducing cost to serve.
Engage start to finish
Keep customers engaged in conversation from onboarding to installation, service, and retention.
Be right the first time
Increase right first-time action and operational efficiency by ensuring customers’ needs and wants are known.
Listen for triggers
Analyzes data to identify where a proactive conversation should be triggered or changed. Signals the start of a new conversation, or a new path for an ongoing conversation.
Confirm outcomes
Collects and formats data and automatically feeds it back into your systems, keeping your customer records fully up-to-date.
Always-on conversations
Opens, maintains, and completes millions of simultaneous conversations 24 x 7 x 365 to ensure that customer responses are understood and replied to quickly.
The human touch
Monitors and flags the <10% of conversations that need escalation. Agents are equipped with full context of the conversation, enabling precise and timely intervention.
Objective seeking conversation
Every conversation has an objective, and each customer is navigated uniquely to that objective through conversation. Unlike notifications, proactive conversations invite the customer to respond by asking them a question, meaning you get to know exactly what each customer wants to do.
Whole journey conversations
Engage each customer in a single, seamless conversation across the whole of their journey no matter how long it lasts.
Move beyond traditional inbound customer service into proactive, AI-powered experiences. Complete end-to-end automation of customer service workflows with NICE CXone Mpower.
Make the smartest buying decision with the latest Gartner analysis
NICE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.
