Conversational AI vendor Quantiphi recently launched a first-of-its-kind “AI-first Total Experience Transformation platform.”
The “Qollective.CX” solution boosts the productivity of contact centers through AI, while reducing operating expenses by approximately 40 percent – according to Quantiphi.
Clients can either choose the turnkey Qollective.CX suite or pick and choose from five separate modules. These aim to plug gaps in the contact center environment, maximize the potential of conversational AI deployments, and enhance total experience.
Such AI deployments include customer-facing virtual agents, assistive AI for human agents, analytics to draw insight from automated conversations. These insights enable continuous improvement, ensuring the AI grows smarter over time.
Quantiphi – Google Cloud’s Breakthrough Partner for the Year 2021 – built each module for legacy and cloud contact centers, ensuring that on-premise operations can also benefit from bots.
Moreover, with Qollective.CX serving many sectors, each module is customized to a specific industry, including healthcare, banking, insurance, the public sector, education, telecoms, and retail.
These are available to Avaya, Cisco, Genesys, NICE, and UJET customers.
To find out more, check out the video below (and read on!).
The Five Modules of Qollective.CX
The conversational AI at the heart of Qollective.CX supports 500+ industry-specific intents.
As such, Qollective.CX opens up several opportunities for contact automation with its five foundational elements. The following image highlights these, and the description below further explores the finer details.
- The Intent Warehouse
At the heart of Qollective.CX lies the "Intent Warehouse'', which houses industry-curated intents, virtual agents, and pre-trained personas.
Examples of the latter include PAM, a post-procedure healthcare assistant for providers, and IBA, an intelligent banking assistant for account management. These allow businesses to deploy virtual assistants within days, not months or years.
- GateQeeper
GateQeeper connects contact center softwares with AI. It provides a secure voice gateway for a SIP to internet protocol (HTTPS) conversion so that customers & callers can interact with virtual agents seamlessly and organizations can avoid infrastructure changes or updates which can be quite cost intensive.
- Qompositor
Businesses often rely on multiple tools to capture customer information. Qompositor is a low code / no code platform that integrates different tools that organizations use such as CRM, ERP, and document management systems, among others with the virtual agent.
Qompositor enables data to flow to and from the virtual agent, sparing businesses from writing elaborate code to integrate or converge their systems.
- Qinsights
Qinsights offers a customizable analytics dashboard to deliver actionable insights. To do so, it keeps track of various customer, employee, and business metrics.
Moreover, these metrics vary across sectors, helping businesses delve deeper into conversational trends, visualize the results, and optimize the total experience.
- sQrutinizer
sQrutinizer listens to various interactions, observes findings from Qinsights, and proactively suggests ways to enhance customer experiences.
Many organizations hire quality analysts to accomplish this task, scouring through mounds of data to spot improvement opportunities. sQrutinizer automates the entire process.
How These Modules Work Together to Support Total Experience Transformation
Qollective.CX assists end-to-end customer journey transformation projects by making AI more accessible and easier to implement.
Consider the following journey, where a customer sees an offer on social media and attempts to redeem it.
Unfortunately, the offer does not appear on their account when they checkout. As such, they call customer service for assistance.
However, the agent finds no trace of the offer after digging into their account, leaving the customer to search the internet for an alternative discount or give up.
Such an example is not unfamiliar, yet with a better understanding of the customer journey, intent, and automation, it becomes much smoother.
Enter Qollective.CX. The graphic below shows how it transforms the experience.
