By proactively engaging customers throughout their journey, businesses understand what each customer needs without asking them to call in or log on, giving increased operational efficiency, no additional burden on the contact center, and better business outcomes
“With Proactive AI Agent all consumers are engaged effectively, reliably, and without risk. The return on investment has been greater than 200% on cost saving alone; even more important for our business, however, the customer experience is outstanding - both friendly and frictionless.”
Chris Herbert Director, Customer Service, Openreach
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Proactive AI Agent: FAQs
AI Agents that work.
Proactive AI Agent enables you to understand your customer’s needs, and then saves your customers from having to call-in or log on. Engage every customer, and other associated parties, through multiple milestones, to the fulfillment of the journey, with minimum effort.
Proactive AI Agent has the same benefits that we have come to expect from all technological automations.
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”.
Fulfill customer needs, proactively
AI powered outreach that engages each customer and frees up your agents to focus on high-value activities.
Minimize customer effort
Understand customer needs, engage them on their channel of choice, and take actions on their behalf.
Full dynamic journey automation
Automate customer journeys across days, weeks, months, or years, with over 30 AI agents out of the box.
Listen for triggers
Analyze data sources to identify when a new proactive engagement should begin, or how an existing one should be changed.
Take action
When customer journeys involve actions, Proactive AI Agent can execute them on the customers behalf.
Always-engaging, with multiple actors
Opens, maintains, and completes millions of simultaneous customer journeys and associated conversations with multiple actors to ensure that customer requirements are understood and effectively fulfilled.
Confirm outcomes
Gathers and organizes data, seamlessly integrating it back into your systems to ensure customer records remain fully up-to-date.
Connecting with a human
In the <10% of high-value cases where a customer needs to connect with a human agent, proactive AI agent provides full journey context and seamless hand off
Increase agent productivity
Removes inbound queries that stretch resources, leaving agents to handle high value interactions, upsells, and technical requests
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.
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.
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.
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.
Move beyond traditional inbound customer service into proactive, AI-powered experiences. Complete end-to-end automation of customer service workflows with NICE CXone Mpower.
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