Customer engagement
Answer faster, and keep the customers you have
Customer teams still run on hold queues, scripted responses, and agents switching between systems to find one answer. Retention works from last quarter's churn report, and every customer gets the same offer.
AI changes what your team knows before the next contact. Predictive models route each call to the right queue and flag the customers likely to leave. They also pick the next best offer for each one. Generative AI drafts a response or summarizes the call in seconds, grounded in your own policies and history. Agents handle the routine questions end to end and hand off only what needs a person. Everything runs in your own environment.
Call center optimizationCall center optimization uses predictive and generative models to classify every contact, suggest the resolution, and flag callers most likely to leave.Call summary and resolutionGenerative AI reads every recorded customer call, writes a summary of what happened, and flags whether the issue was resolved so your team can follow up.Content and product personalization for marketingPredictive models score which message, image, offer and product each customer is most likely to respond to, so every channel shows content built for them.Customer care agent and chat deflectionA customer care agent answers billing, plan, device and outage questions in chat from your care knowledge, cites a source and hands off the rest to a person.Customer churn prediction for banksAI customer churn prediction scores each bank customer's risk of leaving, so your retention team can act while the relationship can still be saved.Customer retentionAI customer retention for insurers predicts which policyholders may lapse or switch at renewal, and why, so your team spends offers on those worth keeping.Health plan member churn predictionScores which health plan members are likely to leave before renewal, explains why, and ranks the retention offer each member is most likely to accept.Next best action and offerMachine learning that ranks the offer, message or channel most likely to move each customer forward, so marketing sends one relevant action per customer.Predicting the cause of a support call before it's askedAI predicts the likely cause of a customer's phone, broadband or TV issue from support history and network data, so agents resolve more calls the first time.Product recommendations and propensity to buyAI product recommendations predict which banking product each customer is likely to need next and how likely they are to take it up, so offers fit.Retail customer churn and lifetime valueA churn score ranks shoppers likely to lapse, paired with a lifetime value score for what each is worth, so retention budget goes where it saves the most.Support-call classificationSupport-call classification uses fine-tuned small language models to assign every transcript to the right category, so contact centers can route follow-ups.Telecom churn prediction and retentionTelecom churn prediction scores every subscriber's risk of leaving, explains why, and triggers the retention action most likely to keep them.Telecom upsell and next best offerTelecom next best offer: AI that predicts which plan, device, add-on or loyalty offer each subscriber is most likely to accept, and when.Travel digital assistantA travel digital assistant answers questions about bookings, changes, baggage, and loyalty from your own policies, then suggests options that fit each trip.
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