Five9 has added Meera’s conversational AI platform to the Five9 CX Marketplace.
The conversational AI technology has also been integrated with the Five9 Intelligent Cloud Contact Center.
Meera is an AI-powered SMS marketing platform that provides automated text messaging for call centres.
Describing itself as an “AI sales assistant”, Meera uses natural language processing technology to achieve human-like messages which can automate 80% of sales teams’ work.
Vivek Zaveri, Founder and CEO of Meera, said: "We surveyed more than 800 American consumers, and 73.6 percent of respondents revealed they would prefer if banks, insurance agents, telecommunication providers, cable companies - nearly every kind of company they find themselves interacting with - offered to communicate with them via text message.
"We built Meera as a response to aggressive and often annoying outreach tactics offered by other marketing automation tools.
“By using AI and natural language processing, we've found that Meera can increase contact rates by up to 40 percent with conversational text messaging that mimics real-life conversation."
Meera allows sales reps to automate time-consuming tasks, including call scheduling, answering questions via text, responding to demo requests, reminding customers about overdue accounts, switching warm leads to human sales reps, and more.
Five9, on the other hand, enables billions of call minutes each year and offers analytics, digital engagement, workflow automation, AI, and workforce optimisation to create more human-like customer experiences, assist contact centre agents, and improve overall business results.
Meera’s integration with Five9 will deliver text messages, using AI to streamline operations and improve customer experiences.
The AI technology will track Five9 call dispositions and send texts to customers and leads when pre-determined criteria have been met.
According to Meera, it will solve a number of call centre issues through its partnership with Five9.
When a customer hangs up while queueing for contact centre agents, for example, Meera will automatically text the customer, apologise for the wait, schedule a time to talk, and connect them to an agent.