Thankful has signed a new partnership with Dixa, the customer service platform.
Renowned for delivering custom-built AI solutions, Thankful will now expand into Europe alongside a leading contact centre technology provider.
The partnership also allows Dixa to further differentiate its "customer friendship platform". Its clients can harness Thankful’s AI solution to power new automation strategies that simplify the role of contact centre agents.
Understanding what customers want, the nuanced AI enables enhanced routing and ticket tagging. Yet, perhaps more pertinently, the platform automates responses across all written channels. Such automation adds speed to CX, drives operational efficiency, and streamlines agent experiences.
Excited by this potential, Maurits Pieper, Partnerships Manager at Dixa, says:
We are seeing a growing trend of customers looking for AI automation and assistance, allowing human agents to focus on more complex high-value conversations with customers. Thankful's technology allows for that opportunity to take place at scale.
To drive these "high-value" conversations, Thankful aligns messages with customer sentiment, lifetime value, and previous interactions. Such customisation personalises CX.
Personalisation is already deeply embedded within the Dixa platform, which provides contact centres with automatic customer recognition. Harnessing this capability, agents can immediately access an overview of each customer’s purchase and conversation history, no matter the channel. As such, agents can personalise customer conversations.