Our CX Enabling Technologies division specialises in Conversational Cloud solutions. We pride ourselves as being the leaders in the use of chat, messaging, chatbots and AI to automate communication, and create convenient and personalised digital customer experiences at scale. Our conversational commerce and artificial intelligence enable customers to harness the power of AI powered chatbots to answer consumer messages alongside human customer service staff; we refer to this as The Human-AI Tango.
The industries we serve
Our strategic Partnership
We recently partnered with LivePerson, a global leader in providing Digital-First Customer Service Solutions, to bring Conversational AI to the South African market.
This year, LivePerson really jumped ahead of its peers with the release of Conversational Cloud, a software platform that allows companies to build and run AI-powered automations over popular messaging channels such as WhatsApp, Instagram, Twitter, Facebook Messenger, Apple Business Chat, Google RCS, Google Business Messages , LINE, WeChat, and native messaging on websites and mobile apps. LivePerson now also provides SocialConnect and EmailConnect, through which companies can manage the massive volume of email, social mentions, and direct messages they receive in the same conversational platform they use to manage messaging channels like Apple Business Chat, WhatsApp, SMS, Facebook Messenger, and more.
The Conversational Cloud
With Conversational Cloud, companies can instantly respond to messages, answer questions, resolve customer issues, and route to human experts as needed. Conversational AI, which communicates like a human by recognising speech, text, and intent, is at the heart of the Conversational Cloud.
Altron People Solutions’ Conversational solutions powered by LivePerson contains more than 40 application programming interfaces and software development kits that allow our customers to integrate third-party applications, build new AI-powered applications and automations, create workflows, and read or write data to any system.
Some of the other features include:
a real-time intent recognition and classification engine
to help companies create automated conversation flows LivePerson Functions – for creating custom workflows that can be triggered by a variety of conversational events
LivePerson Voice-to-Messaging (IVR Deflection) and Apple’s Chat Suggest
to shift consumers who call on the phone directly into messaging conversations
a performance dashboard that captures a range of conversational metrics, from sales-focused metrics like overall volume and average order value to customer care, operational efficiency, and consumer experience metrics.
We are redefining the customer experience as we know it
What you can achieve:
With Conversational Cloud, the following results have been achieved to date:
Higher qualified leads that are 2.5 X more likely to convert to sales
Average order value and online sales conversions increase by up to 20%
Agent costs decrease by up to 50%
Customer satisfaction scores rise by up to 20%; and
Agent attrition decrease by up to 50%