A day in the life of ContactEngine
Drawn from real data, this visualization shows customers flowing from one client’s systems, through ContactEngine, and back again.
Product
The future of customer communications
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with.
It aims to contact your customer before your customer contacts you.
ContactEngine is the first and only third generation customer engagement technology. It delivers genuine conversations run by AI. Welcome to a whole new era of proactive customer service.
Our vision for proactive conversations places ContactEngine firmly ahead of the pack. Our research and innovation/development function will keep ContactEngine out in front for years to come.
How ContactEngine works
ContactEngine delivers proactive customer engagements in 5 steps
trigger
conversation path
intelligent conversation
if needed
to client systems
Listens for conversation triggers
Integrated with your core systems, ContactEngine analyses your data to identify where a proactive conversation is advantageous. These conversation triggers are key, signalling ContactEngine to start a conversation, or to change the path of an ongoing conversation.
As with any good system, the analysis also includes data quality checks to ensure we have the right information to hold the right conversation.
Identifies each conversation’s path
Just as every conversation has an objective, every conversation has a preferred path to reach that objective. ContactEngine AI identifies each customer’s preferred path, and in doing so, increases conversion rates - because it’s much easier to lead someone down a path they would choose for themselves.
Starts intelligent conversations
ContactEngine opens, maintains and completes millions of simultaneous conversations 24 x 7 x 365. ContactEngine AI ensures that customer responses are understood and replied to in less than half a second.
Brings in an agent
ContactEngine AI monitors conversations and flags up those that need agent intervention. Your agents can work in your own CRM system or the ContactEngine Agent Desktop. Agents are equipped with the full context of the conversation, enabling precise and timely intervention.
Confirms outcomes to your systems
ContactEngine collects and formats data and automatically feeds it back into your systems, keeping your customer records fully up-to-date. It analyses the data at this stage to provide performance reporting. Valuable, actionable insights allow for continuous improvement and process optimization.
How conversations work for your customers
Select your sector below to see how ContactEngine brings conversations to life from your customers' viewpointPlease select video
How ContactEngine's proprietary AI delivers better results
ContactEngine's proprietary AI lets customers use their own words in every conversation. It extracts the intent(s) from every customer response and then carries on the conversation. Where it recognizes an issue that needs human intervention, it intelligently escalates the conversation so the customer gets the help they need straightaway.
ContactEngine AI was designed in-house because off-the-shelf solutions from the big names in AI weren't built for proactive conversations. You see, when you start a conversation proactively, you know the questions you're going to ask and the types of responses you're likely to get. This means proactive AI models can be trained to handle specific conversational objectives. Off-the-shelf solutions can't do this. ContactEngine AI is white box, explainable, and built based on a decade of learning gained from running millions of conversations.
Top academics from Imperial College London, King's College London, and the University of Dundee sit on our AI Advisory Board. The Board supports us in evolving and improving ContactEngine AI, keeping it at the cutting-edge.
Embedded conversational context
Conversational context is used to prime models based on the expected responses/intents for a conversation
Multi-intent capability
Responses often include more than one intent. Multi-intent capability makes sure valuable information is extracted, not lost
Client-specific
Models are tailored to the specific conversations our clients need to have with their customers
Proprietary approach to data labelling
We label data in-house for every client, using our own tested techniques for maximum accuracy
ContactEngine solutions in your sector
Telcos
Enabling a differentiated experience throughout the end-to-end customer journey for the world’s largest telcos
Retail Banking
Improving lending and mortgage journeys and making day-to-day banking easier for your customers
Collections
Collecting funds faster using dynamic engagement strategies and easy-to-trigger payment transactions
Government
Transforming the citizen experience across federal and state government agencies
Utilities
Reducing churn with better customer engagement across sales, onboarding, retention and regulatory compliance
Insurance
Improving customer and agent experience through automation of onboarding, in-life customer care and loss prevention
Logistics
Ensuring right-first-time delivery and installation of complex and large item deliveries
Retail/Major Appliances
Improving customer engagement to ensure right-first-time delivery and repair through proactive conversation
Automotive
Managing and improving customer conversations across complex networks of manufacturers, dealers and customers
