At Vozy, we have been working for months on an E2E (end-to-end) solution that excites us a lot because it represents a major breakthrough in our services and integrates all aspects of customer service, offering a truly omnichannel experience and, finally, we can talk about it!
We recently empowered our conversational assistant Lili to unify all incoming and outgoing conversations across multiple channels into a single system, allowing our customers to manage all their interactions more efficiently and continuously. This approach provides a complete and consistent view of all communications and optimizes the customer experience.
What is E2E?
The E2E (end-to-end) approach involves the complete integration of several channels and stages of user interaction, from the first contact to the final resolution of the problem. This model seeks to eliminate barriers between departments and ensure that each interaction flows in a coherent and efficient manner across different platforms, whether telephone or digital. The key to an E2E system lies in the unification of processes and data, allowing both agents and automated systems with artificial intelligence to work together to provide a seamless customer experience.
Implementing an E2E customer service solution offers multiple significant benefits. First, operational efficiency is improved by reducing duplication of efforts and facilitating access to centralized information. Not only does this speed up responses to queries, but it also minimizes errors and misunderstandings. In addition, an E2E approach allows for a deeper personalization of the customer experience, since historical data and behaviors can be analyzed to offer solutions adapted to the needs of each user.
Another fundamental aspect is the ability to monitor and analyze each interaction. This provides companies with valuable information about customer preferences and behaviors, as well as the performance of their agents and automated artificial intelligence systems. With this information, organizations can adjust their strategies, implement continuous improvements, and ensure that each touchpoint contributes to an overall positive experience. Ultimately, this translates into greater customer satisfaction, loyalty and, consequently, better business performance.
Now Lili will be with you every step of the way
Lili Resolve: Automated Support
Our Lili Resolve system is a key part of this E2E solution. Unlike traditional virtual agents that relied on complicated decision trees, Lili Resolve uses Generative AI to learn and adapt autonomously. This allows us to understand the context and the user's sentiment, offering personalized and efficient answers without relying on predefined flows.
This would make it an LLM, do you know what they are? learn it here >> Long language models
Lili Resolve also integrates a knowledge base that includes client documents and protocols. This base is used to generate accurate and contextualized answers in real time. In addition, our unified metrics dashboards provide complete visibility of all conversations, ensuring data privacy through a rigorous anonymization process.
As Lili learns and evolves, her efficiency at resolving queries continuously improves. This offers a more human and flexible experience for users, reduces the workload of human agents and allows them to focus on more complex and value-added tasks.
In recognition of our innovation, we have been selected to participate in the AWS Generative AI Accelerator 2024 among more than 4,500 startups worldwide. This program validates our vision and effort to transform customer service with technology.
Lili Assist: collaboration between artificial intelligence and humans
To further enhance customer service, we have established a strategic alliance with one of the largest telecommunications companies, Twilio. This collaboration allows us to assist human agents through artificial intelligence, guiding them to improve customer service. If a user's need cannot be addressed by Lili Resolve, the conversation is transferred to a human agent, ensuring complete and efficient care.
This hybrid system ensures that, even in the era of artificial intelligence, humans continue to play a crucial role in customer care. In an upcoming content, we'll dive deeper into this collaboration and its benefits.
Lili Analyze: Optimization and Continuous Improvement
Lili Analyze is another essential piece of our E2E solution. This system monitors and analyzes all conversations to provide key insights into agent performance and service quality. The metrics analyzed include call duration, quiet time, and protocol compliance.
With the information collected, Lili Analyze continuously updates the knowledge base and feeds back on Lili's AI model, generating new automations to improve the process. This provides a more consistent and satisfying experience for users.
With solutions like Lili Resolve, Lili Assist and Lili Analyze, we're revolutionizing the way companies manage their interactions, ensuring high-quality and efficient care.
We know that customer support can be a complicated journey, filled with different channels and messages that sometimes get lost in the mix. That's why we've put all our efforts into creating a solution that not only simplifies this process, but also makes it more humane. With Lili by your side, you can feel at ease; our technology is here to accompany you every step of the way, ensuring that no matter how or when they communicate with your company, users will always receive the attention they deserve. And we're here to make that experience much smoother and more enjoyable! So get ready to experience customer service like you've never seen before!
Do you want to know more about how our new E2E solutions powered by generative AI work? Watch this webinar and learn all that Lili Resolve, Lili Assist and Lili Analyze have to offer.
https://www.youtube.com/watch?v=ek5cTv2aOds&t=3315s
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