Speed to value

Outcome-based transformation roadmap

 

Transform in phases

03

by month

Conversational

Automation

Routine customer-agent conversational segments including caller welcoming, authenticating, issue prompting, and post-call surveying have been automated and are seamlessly delivered by AI, in the human agent's recorded and/or synthesized voice

Rapid

Intelligence

Key insights required for personalizing the experience, including caller sentiment, transaction and purchase history, from/to weather and traffic conditions, events of interest, are delivered to the agent in real-time based on the conversation's context   

Assisted

Fulfillment

Basic and repetitive agent tasks including application and information search, database pre-look ups, customer account search and form filling are triggered automatically based on the conversation and completed automatically by AI

06

by month

Conversational

Automation

After 6 months of real-life conversational analysis and AI model training, more than 50% of agent-customer interaction is now handled automatically by AI. FAQs and self-help, help-desk resolution are fulfilled in unattended sessions 

Rapid

Intelligence

After processing and analyzing thousands of real-life agent-customer information exchange, Realflow provides second-by-second guidance driven by the conversation itself. What, when and how the agent should mention is seamlessly communicated

Assisted

Fulfillment

Basic and repetitive agent tasks occupying as much as 75% of non-conversational agent time, including application and information search, database pre-look ups, form filling, and post-call logging are triggered and completed automatically by AI

 

09

by month

Conversational

Automation

You have what we need to automate conversational fulfillment of high-complexity intents including expert service and product support. When AI is challenged, the human agent is alerted and seamlessly intervenes to guide or take over the conversation

Rapid

Intelligence

By now, real-time insights project the next-probable customer intent, front-loading the agent and all supporting applications with required data to deliver hyper-personalized service experiences in the lowest possible handling time

Assisted

Fulfillment

Most of the key tasks required to fulfill low, medium and high-complexity intents have been automated. The agent now supervises the automated fulfillment of multiple cases simultaneously, having the ability to seamlessly intervene and carry on 

 

Services with built-in accelerators

Deconstruct

Optimize

Fit

Test

Certify

Analyze customer interactions across all voice and text channels, as they naturally occur. Obtain a real and complete view of how you deliver value.

Design automated conversations and fulfillment processes to achieve quantifiable outcomes during attended and unattended service interactions

Set up, integrate and configure Realflow based on a combination of customer needs, personalized agent requirements and your current infrastructure

Check the functionality, usability, interface, compatibility, performance and security of your platform, and prepare the organization for go-live

Combine leading practices in customer service with hands-on training in a controlled environment to ensure your agents meet the desired service levels

 

Realflow agent certification

Enable your agents to deliver fast, hyper-personalized service 

101

Introductory course focusing on how human and AI work seamlessly together to fulfill customer service inquiries

(Theory, 1 x 2 hours)

201

Intermediary courses exposing all usable components and how agents interact with them to fulfill inquiries

(Practice, 4 x 2 hours)

301

Hands-on performance measurement in 30+ simulated service instances and supervised real-life sessions

(Practice, 8 x 1 hour)

 

Let's talk!

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