What Is CommBox? The world is going through a digital revolution as the use of artificial intelligence (AI) and data grows exponentially through every part of our lives. The ability for consumers to automate their lives using just a Smartphone or voice-controlled devices such as Alexa and Google Home has only raised expectations when it comes to how their want to interact with businesses.
To keep up with the competition, it is imperative that businesses invest in the right technology and resources toย deliver theย personalisedย experience that their customers expect.ย With the automated customer service tools fromย Commbox, companies can start doing exactly that.
CommBoxย utilizes Artificial Intelligence (AI) and its applicationsย such as machine learning and natural language processing to deliver an exceptional customer experience. Before weย look intoย the products in more detail and tell you all the reasons to work withย CommBox, letโs explain exactly what we mean when talking about AI.
How doesย CommBoxย use AI and machine learning?
Many of us perceive AI to be all about robots taking over the world but a lot of this comes from what we see in movies and doesnโt give a true reflection of where we are today.ย In fact, AI is present in our lives more than weย realize.ย Every time we get a recommendation from Netflix or Amazon through to receiving targeted Facebook advertising or a sales agent knowing about us; they are all examples of amazing ways AI is transformingย what we do.
Allย these transformationsย use an application of AI known as machineย learning. In its simplest form, this the technique of using data to make decisions on what will happen in the future.ย As more data is added, the machine gains experience and learns in an automated way without the need for human intervention.ย AI is the system i.e.ย CommBoxย and machine learning is the data andย algorithms that drive it to make decisions.
Every business has data which means everyone can benefit from our intelligent solutions.
An introduction toย CommBoxย and our products
In order to fulfil our harmonious and complete vision for customer interactionsย and retention, we employย aย unique set ofย machine learningย algorithms at the core of our platform.ย The aim is to create an autonomous customer interaction center.ย Just like Netflix might recommend the right show for a customer to watch,ย CommBoxย drives the perfect experience through offering the right communication channel at the right time. Every interaction gets special attention.
AssignXโขย maximizesย human agentsโย workload by routing the best fittingย conversations/objects to the right agents at the right time with complete business awareness and flexibility. For more information
Our revolutionaryย AutoXโขย algorithm is at the core of our Automation Scripts engine which lets you write conversational and non-conversational automation scripts far more advanced than the traditional chatbots and workflows while being very simple to use.ย For more information
Ourย IntentXโขย algorithm categories customer texts to Intents.
It is a unique Machine Learning approach that is very accurate, holistic and easy to train.
TransformXโขย is aย uniqueย Machine Learningย algorithm that takes the output of some of the other algorithms and big data.Ourย platform provideย crunchesย all the data pointsย to identify patterns andย produce a continuous set of very actionableย suggestionsย to automateย more business processes and conversations.
Reinvent the way you communicate with your customers
With unique and innovative products, the intelligent customer service center for live and automated interactions fromย CommBoxย is helping customers reinvent how they communicate with customers.ย Our AI and machine learning frameworkย helpย clients deliver tools that ensure the customer is always in the front rowย and receiving an automated experienced to help achieved your lead generation and sales goals.
Here is a deeper look into the coreย CommBoxย products thatย work towards an autonomous customer interaction center.
AssignX
AssignXโขย maximizesย human agentsโย workload by routing the best fittingย conversations/objects to the right agents at the right time with complete business awareness and flexibility.
Routing in the digital asynchronous era is not trivial. We employ a unique heuristic approach that is simple and efficientย opposedย to the traditional spaghetti queue management way.
We takeย into account many features in order to decide who gets what inย real-time. Key featuresย include:
โชย Synchronous level awareness โ We route conversation with complete regard to their sync level. We have 3 sync levels. A-Sync (most of the digital channels such as mail, messaging, social etc), Sync (Chat), Face-2-Face (Voice, Video Chat)
โชย Agent-Customer affinity scores
โชย Dynamic agents load and continuous rebalance
โชย Easy define/integrate business rules
โชย VIP customer workflows and tags
How Assign Xย fromย CommBoxย will help you to succeed
Many customers who contact a callย centerย receive a bad experience when the agent doesnโt know the answer to their question or keeps them on hold for tooย long.ย AssignXย ensures that doesnโt happen by sending each customer through to the agent that is best equipped to help them.
Beyond an improved customer experience,ย you can expect reduced cost from agents solving queries at the first time of asking, better retention and more motivated staff who can become experts in their field.
AutoX
Our revolutionaryย AutoXโขย algorithm is at the core of our Automation Scripts engine which lets you write conversational and non-conversational automation scripts,ย far more advanced than the traditional chatbots and workflows, while being very simple to use.
In contrast to other bot/automation framework, inย AutoXโขย you donโt need to define all the routes and states for a dialog. You just need to build the hierarchy of the conversation and actions.
We employ an algorithm that continuously calculates the score and context using ourย DirDistโขย method. By doing so,ย it is much more natural and operatesย as the human cognitive brain does when our brain triesย to understand context.ย The more data that is fed into the algorithm, the more it learns how to come up with the perfect responses, making it the ideal communication tool for the call enter environment.
Also, we runย JavaScriptย inside our engine in order to make it much more flexible and familiar, so if you want to build complicate scripts, you can do it easily.
Howย Autoย Xย fromย CommBoxย will help you to succeed
The hype around conversational chatbots has turned into a real stable trend over the last couple of years and companies failing to invest in the technology run the risk of losing customers. Whilst many businesses have a chatbot, the challenge lies in creating a successful oneย and this is exactly where Auto X is built to last.
A survey byย Tidioย on eCommerce shoppers in the US showed that 43% prefer a Chatbots as a method of communication as opposed to other channels.ย However, they are likely to go elsewhere if chatbots donโt know the answer and cannot help.
Our unique algorithms betterย ensureย that your chatbot knows the answer to customer queries but beyond that, understands the contextย and tries to build a connection.ย AutoXย is built with the right ingredients to succeed.
IntentX
Ourย IntentXโขย algorithm categories customer texts to Intents.
It is a unique Machine Learning approach that is very accurate, holistic and easy to train.
Some key features are:
โขย Short to medium text support
โขย Natural text โ not restricted to bot-aware language
โขย Multilingual by design
โขย Easy to train (10-30 sentences in order to start working)
โขย Business Entities Extraction
โขย Realtime training and text classification
โขย Self learningย for intent maintenance
Howย Intentย Xย fromย CommBoxย will help you to succeed
Natural language processingย (a form of machine learning that analyses text)ย is big business and through the commercial deployment of Alexa and Google Home, has become something of a customer expectation. Just imagine if Alexa couldnโt interpret what the user was asking. Nobody would buy it. Our unique algorithms use aย similar framework to put customer texts into the right context and recommend the correct response.
The more data that goes in, the more the algorithmย learns,ย and accuracy improves.ย Provide the right answer without the need forย human interaction,ย potentiallyย saving thousands in resource costs at the same time.
Transform X
In order to scale the communication and interactions in the digital channels and create massive transformation from the traditional agent to customer manual approach.
TransformXโขย is a Machine Learning unique algorithm that takes the output of some of the other algorithms and big data our platform provides and crunch them all to identify patterns and eventually produce a continuous set of very actionableย suggestionsย to automate moreย business processes and conversations.
Howย Transformย Xย fromย CommBoxย will help you to succeed
Manual processes and procedures can oftenย be the biggest cost to a business. Through our platform and the omni-channel data it collects,ย CommBoxย has the ability torecommend ways you can automate those processes and make a more efficient and productive business model. This could come from analysing conversations to discover the root cause of problems or reviewing key metrics like interaction times and speeds.
CommBoxย is not just aย customer service & messagingย software
When you combineย allย those applications together, you soon realise thatย CommBoxย is far more than a traditional callย centerย platform.ย The unique machine learning algorithms and focus on digital transformation, enable you to engage your customers like you never have before within an omni-channel environment.
The use of dataย ensures that you speak to customers in the way they prefer to be spoken to, promoting the best possible experience and ultimately, customer loyalty.
How to get startedย withย CommBox
Choosing the right vendor for your communication and data needs can be a challengeย and it is important that you pick the right partner.ย There are several reasons whyย CommBox should be your partner of choice.
Open Platform
Our open platform means you can perform a full-scale customisation of the system, adding JavaScript functions, customised CSS or redesigned menus.ย This also comes with aย wide variety of integrationsย that will ensure we can integrate with your current platforms. There are several โOut of the Boxโ widgets to get you started but after that,ย theย CommBox platform is one of the most scalable out there.
CommBoxย also includes an Open API to extend the features even further.
Flexible Deployment
We recognise that businesses have different infrastructures and frameworks when it comes to IT needs.ย With that in mind, we offerย solutions to suit your individual circumstances.
โย Cloud โ with Big Data and machine learning comes the inevitable use of cloud technology. Our fully managed solution can work out-of-the-box on an all cloud network.
โย Isolated Cloudย โย We have flexible installation and configuration processes to work with any number of servers if you want to run your own set of nodes in an isolated cloud network. This means you can separate and encrypt your data efficiently.
โย On premise โ if you are yet to move to a cloud server that is not a problem either.ย CommBoxย has a full on-premise deployment model available where you can decide on the procedures to keep your data safe
Security
With new technology comes new threats andย CommBoxย do everything we can to negate any potential problems.ย We offer enterprise-grade security capabilities that ensures full control of your data.ย It is packed with features to ensure safe transportation as well as automatic identification, obfuscation, IP whitelisting and much more. With large companies likeย AIG and DHL being some of our customers, we know they wouldnโt settle for anything less than the highest standards.
Omni-Channel
Whilst some of our competitors offer excellent solutions, theย single platformย 360-degreeย omni-channel experience provided byย CommBoxย sets us above the rest.ย From Facebook to WhatsApp, Twitter, SMS, email and phone calls, your agents can see everything in one place to create an amazing experience for the customer.
