In a previous article, we explored Vozy's exciting new E2E (end-to-end) solution, highlighting how Lili Resolve has evolved to become a powerful and natural conversational assistant powered by generative artificial intelligence. Today, we want to deepen a strategic alliance that further expands our capabilities: collaboration with Twilio. This union is not only a step forward in the evolution of customer service, but it also reinforces our commitment to integrating artificial intelligence with invaluable human intervention.
Why a partnership with Twilio?
The reason behind this collaboration is clear: while Lili Resolve has proven to be exceptional at automating conversations and providing customer support, we understand that the human touch remains irreplaceable. As we move into the era of artificial intelligence, we recognize that humans bring a unique value to the relationship with customers, which cannot be replicated by machines. That's why we've partnered with Twilio, a giant in the field of telecommunications, to further enhance the customer experience.
The power of Twilio Flex
Twilio Flex is a comprehensive Contact Center platform that allows efficient management of conversations and the supervision of human advisors. It works like a blank slate that provides default capabilities that can be developed and customized according to the specific needs of each customer. With this platform, we not only facilitate the management of interactions, but we also unify various communication channels, such as emails and social networks, offering a truly omnichannel experience.
Synergy between Vozy and Twilio
Through our collaboration with Twilio, Vozy offers an end-to-end solution that allows customers to manage all their contacts from a single provider. This synergy between Vozy's artificial intelligence and Twilio's robust infrastructure creates a next-level generative artificial intelligence Contact Center, significantly improving customer service. By joining forces, we are dedicated to:
- Increase the efficiency of advisors: human agents will receive support from Lili Assist, allowing them to respond more effectively to customer inquiries. Human agents will have at their disposal conversation tracking, interaction history, response recommendations, and other tools.
- Improve customer service indicators: automation and AI support will help speed up response times and problem resolution.
- Strengthen the customer-company relationship: by offering a more seamless and connected experience, we promote customer loyalty and long-term satisfaction.
- Continuously improve processes: data collection and analysis will allow for constant adjustments and improvements in customer service.
The Lili Assist Experience
Lili Assist combines the best of artificial intelligence with human intervention, ensuring that every customer interaction is of high quality. If at any time a customer needs assistance that Lili Resolve cannot provide, the conversation is transferred to a human advisor through Lili Assist. This process ensures that the advisor receives all the necessary context to resolve the query quickly and efficiently.
In addition, our partnership with Twilio gives us access to a set of tools that further optimize the customer experience. For example, the ability to route calls, record conversations and generate reports and statistics that allow advisors to have a clear and detailed view of their performance. This translates into faster and more accurate service, which reduces waiting times and improves customer satisfaction.
Advanced Capabilities
Lili Assist also has additional capabilities that can be implemented through custom developments. This includes integrations with customer relationship management (CRM) systems, showing the advisor relevant contextual information during the call, as well as automatic summaries of previous interactions. Although we are currently focused on the telephone channel, the possibility of expanding to other channels is on the table, which will make our offer even more complete and omnichannel.
The alliance between Vozy and Twilio marks a milestone in the way we approach customer service in Latin America. By combining Lili's generative artificial intelligence with Twilio Flex's flexible infrastructure, we're creating a Contact Center experience that satisfies and amazes customers. We are committed to facilitating more human, fluid and effective interactions, because we understand that, at the center of every conversation, there will always be a human being.
So get ready to discover a new level of customer care, where technology and humanity meet to provide exceptional service.
Learn more about this new solution here
