Let customers make changes themselves.
Routine changes completed in minutes instead of a call queue, with AI agents across voice, webchat and messaging that recognise the request, write the change to your systems and pass anything unusual to your team.
Let customers make changes themselves.
Routine changes completed in minutes instead of a call queue, with AI agents across voice, webchat and messaging that recognise the request, write the change to your systems and pass anything unusual to your team.
Service enquiries and account changes
Many calls and emails ask for simple changes: a new payment date, an updated phone number, a different appointment. Each one takes an agent's time to check who the customer is, key the change and confirm it. Customers wait for something they could do in a minute, and every manual change is another chance for error.
We send customers a personalised link by SMS or email, or offer one when they get in touch. They confirm who they are without a login, make the change and see it confirmed straight away. We run this today for appointment booking, payment date changes and contact detail updates. The change is written back to your billing or CRM system through file exchange or API, and a short survey follows.
- ✓ContactCustomer messages to say they are moving home
- ✓UnderstandIntent recognised: change of address
- ✓VerifyIdentity checked through a personalised link
- ✓AssessNew address and move date captured
- ✓IntegrateAccount updated in the client's system
- ✓SurveyOne-question satisfaction survey sent
- ✓ReportChange evidenced and reported
- ✓ContactCustomer messages to say they are moving home
- ✓UnderstandIntent recognised: change of address
- ✓VerifyIdentity checked through a personalised link
- ✓AssessNew address and move date captured
- ✓IntegrateAccount updated in the client's system
- ✓SurveyOne-question satisfaction survey sent
- ✓ReportChange evidenced and reported
- ✓ContactCustomer messages to say they are moving home
- ✓UnderstandIntent recognised: change of address
- ✓VerifyIdentity checked through a personalised link
- ✓AssessNew address and move date captured
- ✓IntegrateAccount updated in the client's system
- ✓SurveyOne-question satisfaction survey sent
- ✓ReportChange evidenced and reported
Changes are completed without waiting to speak to someone, and agents are freed for the conversations that need them. Every change is recorded, so you can track the self-service completion rate and see where customers still choose to call.
Free discovery, then live in 4-8 weeks from sign-off of the solution design. Then we host, monitor and improve it. See how it works
Kraken, SAP, Salesforce and in-house billing systems, through file exchange or API. No replacement programme.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.