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AI Empowers Contact Centres to Predict Future Outcomes

New AI solution from Netcall empowers organisations and contact centres to predict future outcomes and automate decision-making
 Netcall’s Liberty AI harnesses the power of machine learning (ML) to leverage powerful data insights, enabling organisations to speed up response times, increase efficiencies and boost CX

Netcall, a provider of AI-powered automation & customer engagement solutions, has announced the launch of Liberty AI, an automation solution that brings machine learning (ML) to complex data. Putting the power of automated data analysis in the hands of everyday business users makes complex, but vital, decision-making simpler. Democratising data in this way will enable organisations to support customers effectively amid an increasingly turbulent and pressurised economic landscape, whilst managing their own cost pressures and the ongoing squeeze on internal resources.

Together with Netcall’s existing AI-powered platform Liberty – which combines Liberty RPA, Liberty Create, Converse and Connect – Liberty AI opens up a broader range of intelligent automation and engagement possibilities than has been possible before. As an AI-powered platform, Liberty enables organisations to make huge transformational changes without the need for highly skilled developers or data scientists, by automating processes and integrating communication, data and systems to transform digital journeys. By leveraging AI and ML, organisations can utilise enriThed data insights to predict future outcomes and enhance and automate decision making. It allows organisations not only to be proactive in their approach to improve the end-user experience, but also cut costs and optimise operational efficiency.

For NHS organisations, for example, waiting list backlogs urgently need to be tackled and are being further exacerbated by missed appointments, which are costing the NHS millions. In other areas, citizens are facing rising living costs, while local authorities, housing associations and utility providers are under growing pressure to identify and support people as they struggle to make payments on essential bills like council tax and rent. For insurance providers there is the added pressure of identifying fraudulent insurance claims.

Richard Billington, Chief Technology Officer at Netcall, comments,

“Today, consumers expect more from organisations than ever before – whether that be patients expecting GP or outpatient appointments at a time convenient to them, or tenants unable to pay their bills on time and in need of payment support. To be able to respond effectively, both public and private sectors such as local government, housing associations, healthcare, insurance or financial providers need to utilise huge swathes of data that are often tied up in legacy and siloed systems – and then proactively act on them, fast.

“Whilst this wealth of intelligence can be used to tackle these issues, these insights are rarely acted on. Traditional methods of extracting and analysing information involves engaging with expensive data science teams, which can be a slow and cumbersome process. Often these skills are unavailable, or in short supply, meaning that insights remain under- or un-utilised.”

Liberty AI has the capability to scale up large numbers of complex data sets quickly and efficiently, which can be used to predict the most likely future outcomes from historical data. This capacity is extremely powerful across a range of use-cases. From predicting whether a customer is likely to renew a contract to anticipating the likelihood of a patient attending a given appointment time, predictive analytics can help organisations stay one step ahead and address issues before they happen, including reducing Do Not Attend (DNA) rates in healthcare organisations.

With Liberty AI, organisations can also dramatically improve the employee experience by freeing up workers from administrative tasks to focus on the jobs that add value for the end-users. By integrating AI solutions that can collaborate with human workers, it is anticipated that employees will become less burdened with mundane tasks, thus increasing their job fulfilment and to optimise performance and productivity.

 

 

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Netcall is a leading provider of AI-powered automation & customer engagement solutions. A UK company quoted on the AIM market of the London Stock Exchange. By enabling customer-facing and IT talent to collaborate, Netcall takes the pain out of big change projects, helping businesses dramatically improve the customer experience, while lowering costs. Over 600 organisations in financial services, insurance, local government, and healthcare use the Netcall Liberty platform to make life easier for the people they serve. Netcall aims to help organisations radically improve customer experience.

For additional information on Netcall view their Company Profile

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