Odigo launches Odigo AI Orchestrator, unleashing the power of AI for exceptional customer journeys for contact centres
The solution can reduce qualification time by up to 50 seconds per call and reduce customer contact by a third
Odigo have announced the launch of its AI Orchestrator offering to help UK businesses deliver a more personalised and efficient customer experience.
AI is being deployed in all areas of customer relationship management. Several AI engines, including generative AI, are used at the various stages of a customer journey. Such as:
√ Precisely assessing customer needs and reasons for contact to direct requests to the most competent agents,
√ Automating simple tasks and suggesting tailor-made scenarios,
√ Collecting contextual details during qualification to provide agents relevant information in real time and finely personalise responses,
√ Creating a conversation summary to standardise call reports and reduce wrap-up time for advisers.
The value of Odigo AI Orchestrator lies in its ability to orchestrate AI engines at each stage of a customer interaction – across all contact channels: voice, email, chat, instant messaging – to deliver a personalised and efficient experience. They no longer operate in isolation but are orchestrated to reflect the operational demands of each organisation.
The solution empowers administrators and supervisors to activate and modify AI tools as needed. Specifically, this enables them to monitor and supervise the conversational scenarios of their omnichannel bots more easily, quickly and effectively.
Odigo AI Orchestrator also connects to enterprise data sources to enhance personalisation. And finally, supervisors can continuously develop bots to evolve alongside their business as customer relationship models and products/services change.
Nicolas Marcoin Product Marketing Manager from Odigo comments:
“Odigo AI Orchestrator optimises customer journeys with a comprehensive approach integrating AI. Focused on personalised conversational scenarios, tool connection, continuous monitoring and advisor augmentation, it is a global solution with a rapid return on investments for contact centres.
The orchestrator solution can reduce qualification time by up to 50 seconds per call and accelerate resolution, streamlining customer journeys through more efficient use of AI. The result is a decease by a third of the customer contacts.”
Odigo’s long term objective with AI Orchestrator is to help contact centres make the most of artificial intelligence, focusing on three areas:
√ Automate processes and qualification, across all channels,
√ Augment advisers, through technology with a rapid ROI,
√ Accompany customers, teams and the transformation of the company.
Odigo is a leading provider of Contact Center as a Service (CCaaS) solutions that facilitate communication between large organizations and individuals using a global omnichannel management platform. With its innovative approach based on empathy and technology, Odigo enables brands to connect through the crucial human element of interaction, while also taking full advantage of the potential of digital. A pioneer in the customer experience (CX) market, the company caters to the needs of more than 250 large enterprise clients in over 100 countries.
