Better CX is just a
(Tech Powered) Phone Call Away.
Alta’s autoMate™ voice-driven AI streamlines the multi-tasking historically done manually during a call by the agent to achieve one critical task—making the customer feel heard and valued.
autoMate works seamlessly in the background to gather data and offer recommendations, eliminating those awkward pauses while the agent enters data, searches knowledge bases and verifies customer information. As a result, the agent can focus on listening, making an authentic connection with the consumer and providing a low-effort experience. No more frustrating the customer who’s awaiting a response.
Live Agent Assist
Automates operational tasks so agents can focus their undivided attention on the customers themselves.
- Transcribes call content in real-time to assist agent during call
- Collects and auto-populates basic customer data for increased efficiency
- Recommends appropriate articles from the knowledge base
- Completes case coding and a case summary after the call
The voice bot in the interactive voice response (IVR) is capable of managing low-complexity calls through fully autonomous conversations.
- Transcribes call content for accurate records
- Initiates call flow, collects data, and in a timely manner, smart-routes customers who need personal interaction with a live agent for more complex situations
- Agents are supplied a full transcription and pre-populated data prior to interacting with the customer
Other Useful autoMate Features
Robotic Process Automation
Using call data, autoMate automatically triggers post-call workflows and downstream processes, cutting down on time agents spend on post-call tasks.
Insights & Analytics
Leverage rich, real-time data, such as satisfaction scores, voice of the customer, call quality and more, to make sound business decisions with confidence.
Multilingual, translation, and language-based coding capabilities ensure solutions work for North American and global customers.
Improve Your Bottom Line AND Increase Satisfaction & Engagement
- Reduces call-time and post-call wrap-up via automated data entry and full transcriptions
- Reduces employee training time and improves time to proficiency for new agents
- Reduces risk of manual entry errors through automated transcription and population
- Increases customer satisfaction due to shorter, more engaged, lower-effort conversations
- Improves employee engagement, which can ultimately reduce employee attrition
Brought to you by the experts
In world-class customer care
Voice is one of the most complex, yet least-supported channels in the customer care landscape, despite being one of the largest. At Alta, we’ve always focused on applied innovation—that means we don’t just build technology for other businesses; we utilize the tech we build every day with some of the world’s most respected brands on some of the world’s toughest audience—consumers. autoMate is designed with the customers’ need at the center and the agents’ needs at its heart. Because a better agent experience means a better customer experience, and vice versa.
We consulted IT and Care managers on how to maximize the value of their care services, and the response was similar across the board—to integrate Alta’s phone-based artificial intelligence with their existing technology investments. autoMate integrates with Salesforce, Zendesk, and many open platforms via APIs, otherwise our proprietary platform is available for businesses without one.