In response to the rise in digital communication and changes in consumer behaviour, everymessage has developed an intelligent interaction facility for Contact Centre agents – we call it Orbit.
Online communication has largely taken over from phone calls, and people typically now use messaging and social media rather than speak on the phone – especially the younger generations. The most popular form of interaction is now via Chat, using a variety of messaging apps, in most cases via a mobile device. While multimedia Contact Centres have been the norm for a number of years, digital Omni-Channel communication and intelligent interaction is changing the future.
This familiar means of communication, via a chat window with left and right speech bubbles, is now used for everything from SMS and iMessage to the likes of WhatsApp, Instagram, Snapchat and Facebook Messenger. This makes it ideal for Contact Centre agents as it is both familiar and efficient, and allows them to communicate with consumers in a way that also suits them – no matter how the conversation is initiated.
In response to this change in consumer behaviour, everymessage has created Orbit, an intelligent interaction facility with a familiar interface to manage online chats with customers. Orbit is Perfectly designed to enable financial institutions to make contact with customers more easily, and to facilitate a speedy payments process.
Conversations can seamlessly move between digital channels, moving from SMS to e-mail, WEB chat and even social media, yet they keep the same speech bubble look and feel for the agents throughout in a single screen.
Orbit Interaction is far more than just a familiar interface – it is the everymessage intelligence behind the scenes that really makes the difference. For example:
Orbit first sends out a series of SMS or email messages to customers who have missed payments or overdue accounts. For security purposes, the message asks consumers to respond with their date of birth, so that their identity can be verified.
With standard conversations, Orbit can be programmed to respond automatically. For non-standard responses – for example if the customer responds with an excuse, or sensitive syntax such as the words ‘hospital’, ‘death’, or ‘struggle’ – then the chat is automatically handed over to a live agent who can continue the conversation appropriately.
An agreed number of these conversations are allocated to each agent at a time, once the customer responds – and then the Orbit Intelligent Chat window is initiated so the agent can complete the conversation. We have found three to be the optimum number, but this can be set by the supervisor.
Once all allocated conversations have been cleared by an agent, another set is provided. Orbit also prioritises messages with a faster initial response, as these customers are clearly more willing to engage and will be expecting a reply. Orbit has two modes of operation, either the longest wait or the shortest time to reply. As agents log on, Orbit automatically splits the agents so that the ‘oldest’ and ‘fastest’ conversations are handled first.
Because Orbit has access to account data and can verify a responder’s identity, an entire conversation can be completely automated – meaning that around 70-80% of conversations can be completed without agent involvement. Once a date of birth is provided, Orbit can request payment and complete the transaction without any human interaction required – so long as the conversation can be carried out using a standard script.
The Orbit ‘predicate and syntax’ engine is incredibly sophisticated and can break up and scan a response for keywords which enable it to reply effectively – but this intelligence also gives it the ability to know when to defer a conversation to an agent, if it cannot respond effectively. It can also send a link to a secure web chat facility, if the customer cannot communicate via other secure means – for example if they only use Facebook Messenger or What’sApp, which are not secure.
Agents can communicate with customers in a way that is familiar to both parties, and which presents an approachable and ‘human’ means of interaction – leading to a higher number of successful outcomes. Orbit can be integrated with popular phone systems, enabling calls to be initiated from within a chat window. It can intelligently queue, direct and allocate calls to the agent handling the conversation for both inbound and outbound calls.
As some situations need to be discussed in person, Interactive Voice Recognition (IVR) improves the customer journey, can save you time and money, improve agent handling times in pre-qualifying consumers through data validation, provide the most common self-service options from changing the payment date or card details, through to making a payment automatically – all using the power of Orbit.
All chats are monitored, both those involving agents and those which are handled entirely by Orbit Interaction. These entire conversations can then be reviewed by supervisors, to assess effectiveness and to determine which agents are achieving the best, and worst, results. By analysing the automated conversations, supervisors can also determine which conversations were most effective and why. This can inform future programming of scripts, and future advice to agents on how to manage chat sessions.