Intelligent Communications Manager ICM For Microsoft – AI Hybrid Chat

Intelligent Communications Manager for Salesforce is a chatbot powered by AI that can assist businesses in managing customer interactions and inquiries.

The Challenge

The art of customer service is evolving with the growth of communication channels. Customer experience is built on the customer journey. Intelligent Communication Manager (ICM) bridges these requirement gaps between organisation and customer through consistent omnichannel experience across many different chat communication channels.ICM bridges these requirements between organization and customer through consistent omnichannel experience across many different chat communication channels.

Advanced Intelligent chat routing and Queuing Capabilities

ICM provides advanced chat and routing capabilities based on parameters defined by the organization. ICM recognizes customer identification from on chat arrival and correlates previous chat events in CRM for reporting. Live agents can handle multiple conversations simultaneously and transfer images to and from the customer, including the customer’s camera on his/her Mobile Phone.

Simple, Intuitive and Steady with Intelligent chatbot capabilities

ICM ensures quick responses to customer’s questions through trained Google’s Dialog flow. The chatbot is trained and integrated with customer database, product catalog for faster customer interaction thus offering extensive self-service capability. ICM understands the context of the chat to have human like interactions with the customer.

Conversation with Customers from different chat channels

ICM is an AI hybrid chat solution provides contact centers a consistent Omni-channel customer experience for organizations using Salesforce

ICM is designed to bring instant and pleasant communication between the client and the organization, using many chat channels including (WhatsApp, Facebook, Webchat, Twitter, Mobile App, email, SMS etc.) ICM effectively manages customer requests with intelligent routing through Google Dialog flow and seamlessly connects them to live agents. By leveraging the native functionality of Salesforce Omnichannel, it enhances customer experience, satisfaction, and productivity while reducing average handle time. ICM is an all-in-one solution that eliminates the need for multiple teams for each chat channel, for customers from multiple platforms such as Facebook, WhatsApp, email, Twitter and Web to Salesforce Omnichannel.

Artificial Intelligent Enabled Response

ICM solution uses AI-driven Natural Language Processing to respond to Customers, with support of up to 40 languages, and real-time detection of customer sentiment, identifying any negative customer feedback, improving customer experience, and eventually increasing sales revenue

Visualization and Analytics

Intelligent communication manager gives 360-degree insights into customer interactions with chatbot, and agents through visualizations. Administrators and Supervisors can view the metrics and analytics. These analytics are extremely valuable for companies in driving sales revenue, and to better understand the customers feedback about the company’s products and features

Conversational Dashboard

Channel Dashboard

Channel Dashboards visualize all the incoming conversations through different channels. It helps you monitor the traffic of each social channel

Bot Dashboard

Dashboard with bot visualization assists you to improve your bot. It gives graphs related to the bot’s conversation rate, resolution rate, bot resolution time, and further details

Sentiment Analysis Dashboard

Sentiment Analysis shows the sentiment of each customer, it shows the user Avg. Sentiment pulse of the customer. It helps the organization to accurately gauge the feedback and sentiments of customers about its products and services.

Features

Power Virtual Agents

Human-like natural conversations; understand the context of the chat to have human-like interactions with the customer.

OmniChannel Availability

Reduce expenses and increase the profitability of your products and services

Multi-lingual

Understands and converses with users in 40+ languages globally.

Visualization & Analytics

Detailed analytics of the solution with several dashboards including channel breakdown, sentiment analysis, agent response, etc.

Intelligent Chat Routing

Recognizes customer identification from on-chat arrival and correlates previous chat events for the same customer in CRM for reporting