Simplr has announced the general availability of the EngageNow Suite, a solution that combines chatbot technology and human agents through an AI-powered platform, aiming to replace legacy BPOs.
The pandemic and accelerated shift from phone to digital exposed major flaws of customer service BPOs', pushing companies to consider other AI-powered options.
With the new launch, Simplr plans to 'disrupt the BPO market' and help transform CX organizations into "cost-efficient, revenue generating programs that consistently exceed customer expectations".
"Any CX leader who understands the mindset of today's consumers also understands that the CX status quo–investing in outdated and costly BPO services patched together with chatbots that do little other than leave customers frustrated–is a recipe for disaster. We have introduced the EngageNow Suite to shatter the status quo by taking the best parts of real human support and automation while eliminating the downsides of both," said Amit Sood, Chief Product Officer at Simplr.
A bot you don't have to babysit
EngageNow suite offers both chatbots and human agents within one AI-powered platform, ensuring that every customer inquiry is routed to the right channel.
Further, the platform leverages intent detection and machine learning to guide either the bot or the human agent to respond to the customer with empathy, accuracy, and precision. Examples include prompts to facilitate better personal rapport or identifying upsell and cross-sell opportunities based on the interaction context.
The suite consists of two integrated components: the Simplr Chatbot and Simplr's Human Cloud Network of customer support specialists.
The company describes its chatbots as the ones "you don't have to babysit" since they learn from human agent interactions over time, increasing the number of inquiries that can be resolved via automation.
What's more, the platform is self-optimizing and leverages data such as Customer Effort Score, intent and urgency detection, and customer likelihood of purchase to improve routing processes and recommended responses to customers.
Finally, Simplr is a fully managed service, meaning Simplr's team of conversational UX designers and data scientists build fully customized experiences tailored to meet the needs of each client's unique set of customers.
