autoMate – Alta’s Artificial Intelligence Platform
Keeping the Focus on Your Customer
With autoMate, agents are able to increase their focus on the customer – autoMate blends automation with human agents, ensuring agents have the tools and support they need to confidently resolve complex situations. It’s their Mate in the background efficiently working ahead, gathering data and providing just the right knowledge to help a customer.
Agent Assist allows our agents to focus on really listening and empathizing with the customer – and it saves valuable time.
- Transcribes call content in real time
- Pre-populates data
- Recommends appropriate articles from the knowledge base
Virtual Assistant enhances interactions creating happier and more helpful agents – which means better experiences for your customer.
- Smart routing to “triage” contacts using tools like keyword mining to determine optimal agent for resolution
- Basic customer information collected and auto-populated for increased efficiency
- Full self-service for customers with low complexity interactions
Insights and Analytics
Insights and Analytics are collected using tools like word mining and regression.
- Identifies key trends in customer contacts
- Scores agent quality and helps coach our agents more effectively
- Provides better understanding to utilize voice-of-customer data
Fulfillment Automation streamlines interactions by monitoring calls and automatically creating records in order management systems for things like:
- Coupons or samples
- Product replacements
Global scale has been considered in every step of the process.
- Multilingual capabilities are available to ensure the solution not only works for all North American customers but also for other global regions
- Translation is also available as many client platforms require interactions taken in other languages be coded in English in their systems
What’s next for autoMate? At Alta, we continue to invest in innovative solutions as automated processes evolve. autoMate is constantly learning new ways to improve your customer’s experience – let us show you how.