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    Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal

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    CallbotChatbotOmnichannelVoicebot

    Provide 24/7 customer support while freeing up agents' time with an omnichannel bot

    With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalized customer experience? One way is to harness the transformative power of automation. By handling more and more use cases, an omnichannel bot can drive customer service efficiency, reduce costs and enable banking advisors to focus on high-value interactions.
    Provide 24/7 customer support while freeing up agents' time with an omnichannel bot

    The overview

    A multinational financial institution wants to accelerate its transition away from physical locations while continuing to provide the personalized, customer-centric care they are known for. To take its global transformation program to the next level, it needs to replace its legacy, on-site technology with a cloud solution that would enable it to automate certain aspects of its customer service. The end goal? Being able to provide assistance to customers 24/7 and freeing up time for banking advisors to deal with more complex or emotional issues.

    The challenge

    Empowering customers with value-added self-service abilities on all voice and digital channels anywhere, at any time and from any device.

    The bank wants to:

    • Acquire 24/7 self-service capabilities on all its voice and digital channels, 
    • Ensure that the bot tone of voice and persona are consistent with the brand, 
    • Provide a natural and personalized experience that looks and feels consistent across all channels.

    The solution

    A tailor-made omnichannel bot that handles all the digital and voice interactions that can be resolved using self-service. Odigo makes this possible with:

    Committed experts

    • Design scenarios with CX teams
    • Craft bot responses
    • Periodical corpus updates by Odigo teams

    Channel-optimized features

    • Mini apps and user experience (UX) enablers
    • Digital touchpoint-specific widgets
    • Speech-to-text (STT) and text-to-speech (TTS)

    Dialog manager

    • Run qualification and conversational AI scenarios that enable reliable self-service 
    • Manage conversational flow by dynamically adapting to the context

    NLU engine

    • Based on an advanced neural network 
    • Industry-specific bootstrap corpus
    • 10+ years machine learning experience

    The benefits

    80% of routine questions answered via a chatbot*
    77% lower average handle times (AHT)*
    20% to 40% increase in customer spend*
    30% reduction in customer service costs*
    Personalized 24/7 self-service
    Increased customer engagement
    Real-time feedback
    Improved first contact resolution (FCR) rates

    *Based on proprietary Odigo data

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    Optimize interactions with customers. Deliver consistent, end-to-end customer experience across channels through a single platform that enables coherent conversations by integrating third-party AI with Odigo AI.

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    AX CRM CX Salesforce Enhance agent and customer experiences by integrating our CCaaS solution with Salesforce CRM software

    With consumers increasingly shopping online, retailers need to deliver an experience as reliable and convenient as the one they offer in brick-and-mortar stores. Crucially, they must facilitate agents’ work by giving them a one-stop interface that displays all customer information, but also enables the management of inbound and outbound calls and efficiently handles all omnichannel interactions.

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