CommBox, an AI-driven customer communications leader, has introduced its latest innovation, Era AI to enable customer service to be intelligently automated.
This groundbreaking AI offering caters to medium to large businesses, spanning healthcare, banking, retail, telecommunications, and insurance sectors. The product is a fusion of proprietary technology from commBox and robust large language models.
It scans enterprise knowledge bases swiftly, furnishing customers with highly personalised, accurate information across their preferred digital messaging channels within seconds.
According to Yaniv Hakim, CEO and co-founder of CommBox, “In the modern business landscape, expensive contact centre models and ineffective chatbots are relics of the past. I’ve seen firsthand how these outdated legacy systems leave customers frustrated and hinder business growth. That’s why we’ve developed Era AI, a revolutionary solution that empowers brands to modernise their customer engagement strategies and unlock the untapped potential of artificial intelligence. Era AI is the key to delivering seamless, personalised, and delightful customer experiences that drive lasting customer loyalty.”
Era AI’s impact is monumental, delivering automation, cost reduction, and enhanced speed and accuracy in handling queries. In fact, commBox customers have experienced an average customer satisfaction rate of 92%. The core of this lies within in its capability to analyse vast resources like support articles, knowledge centres, and website content, utilising contextual decision path technology to emulate human conversations.
Dvir Hoffman, Chief Product Officer at commBox, commented, “2024 will be a transformative year for customer service, as businesses are finally able to easily integrate AI to drive huge savings across their customer operations. It may seem simple on paper, but going from solely reliant on humans to 80% automation and 20% human is a huge transformation the majority of brands are still trying to navigate.”
“With Era AI, our goal was to help enterprise brands – no matter how complex – to accelerate the move to AI-based automated services, and fundamentally shift how they communicate with their users. This means going beyond simply wrapping new AI models around an existing bot solution to make it a bit smarter, but still disconnected from other systems. It means building a platform connected to a variety of different business flows, ensuring an intuitive and consistent customer journey,” he continued.
The solution facilitates easy chatbot creation without coding expertise, that is highly customisable to fit diverse business needs. Its advanced sentiment analysis allows rerouting calls, identifying intent, and ensuring a conversational-like experience for end-users. Additionally, the platform standardises written responses in line with brand guidelines, ensuring a consistent customer experience and driving efficiency.
Moreover, Era AI aids customer service agents by offering real-time, personalised recommendations and solutions. This not only boosts query resolution efficiency but also doubles agent productivity. Brands leveraging the offering have witnessed a 40% reduction in customer service costs, offering 24/7 digital channel availability and self-service options.
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