Proactive AI Agent – Automate your CX

• A Proactive AI Agent will automatically guide customers (or citizens, patients, students etc.) through to the completion of specific activities. Proactive AI Agent is available out-of-the-box across industry sectors, including healthcare, local and national government, financial services, telecommunications, utilities, and education.
• For example, if your business relies on customers completing complex applications, renewals, or onboarding processes, Proactive AI Agent can reach out and guide them through their loan application / benefits certification / health plan selection / system upgrade / academic semester financial aid request, etc.
• Or, if your operations rely on patients or customers being prepared for an appointment, Proactive AI Agent can manage the pre-requisites and ensure that everything is in place for a right-first-time engagement.
• Or, if your business relies on people paying their bills, Proactive AI agent can guide them to early resolution without penalties, fees, service interruption, or collections activity.

• Instead of waiting for customers to call in with their needs or requiring customers to login to apps or websites to solve their own problems (and sending messages / reminders / notifications when they don’t), Proactive AI Agent starts with a business goal and guides customers on a journey to make sure that goal, and all associated milestones, are reached. 
• With Proactive AI Agent, all stakeholders are automatically engaged for every critical task and associated dependency, and the AI Agent then transacts on behalf of the customer. 
• Unlike previous generation automated CX systems (such as chatbots or 2-way messaging) which remain engaged only for a session or a short period of time (usually 24 hours or less), Proactive AI Agent can seamlessly manage a customer journey over days, weeks, or years.
• Proactive AI Agent is available via a configuration interface. Select the journey that is closest to your requirement, then configure the necessary adjustments / additions / data feeds / transactional API’s. 
• Above all, however, our AI Agent has been proven, at scale, effectively automating 100s of millions of customer journeys for many of the largest organizations in the world, across every industry sector.

Proactive AI Agent has the same benefits that we have come to expect from all technological automations.

1. Reducing manual work for the provider. Proactive AI Agent can take over repetitive tasks e.g. scheduling appointments, updating insurance details, or completing loan applications. There will be fewer inbound calls / chats / since more tasks are fully automated, freeing up your call center agents to focus on true value-add engagements with your customers.
2. Reducing operational costs for the provider. Proactive AI Agent ensures customers / citizens / patients are fully engaged in all necessary actions. This saves time and money by avoiding wasteful steps in every process.
3. Reducing effort for the customer. Proactive engagement and automated fulfilment of a customer’s requirements is always better than waiting for customers to call in or getting them to login and solve their own problems. Reduced effort and greater attention results in improved customer experience, decreased churn, increased upsell, and greater lifetime value.

No. While there are FTE savings by automating tasks, like routine or informational conversations, Proactive AI Agent can also do things humans can’t easily do. For example, transforming a piece of customer data into an actionable format and orchestrating that into a conversational strategy or set of business rules that leads to a transaction. Many of our clients use Proactive AI Agent to guide journeys they don’t have the people staffed for and then leverage their existing staff for higher value engagements. Proactive AI Agent even engages with people to determine which of them is ready to speak to an agent for a high value interaction or inversely stuck in a critical stage and need subject matter expertise before they get frustrated or attrit to a competitor.

As you can see by the answers above, Mpower Proactive AI Agent harnesses the power of complex data transformations, secure business rules, and powerful transactions to do more than simply use AI to tell customers things they should do. Proactive AI Agent transforms business processes into scalable, repeatable, revenue driving and OpEx saving journeys using natural language engagements. AI is a part of the engagement, but AI alone is not capable of securely automating business processes. 

Mpower Proactive AI Agent has also been proven over 100s of millions of customer journeys to be able to handle the real-world data, systems, and customer complexity that is present in every large organization. 

 That’s why we say “AI Agents that work”.