Sabio Group, the digital customer experience transformation specialist, is launching a new AI-powered platform to simplify the management of customer interactions across multiple channels.
Sabio Console integrates customer contact channels such as voice, webchat, SMS and WhatsApp into industry-leading conversational AI platforms like Google CCAI, ES & CX. It will provide customers with the tools required to design, build, deploy and scale complex and automated customer interactions across multiple channels.
Tom Mullen, Chief Product Officer, Sabio, said, “Sabio Console is an exciting new offering that brings Sabio’s experience building AI-powered CX solutions into a single platform. The platform has been designed for organizations handling millions of customer queries and who have a large operating cost in their contact center or customer service function. Those businesses will be aiming to scale more efficiently whilst maintaining outstanding levels of customer service.”
“That’s where Sabio Console flourishes and is designed with flexibility and scale in mind. It provides an intuitive user interface so customers can get started quickly, along with a comprehensive API for customization and building more complex use-cases as customers scale up.”
Through Sabio Console, organizations can design, build, deploy and scale complex, automated customer interactions across multiple channels from within a single platform. It does this across three principal areas:
Channel and Natural Language Processing Integration: flexible integration between common customer engagement channels such as voice, SMS, WhatsApp and webchat with leading natural language AI platforms such as Google CCAI (CX and ES). This integration allows organizations to build rich, omnichannel experiences for their customers
- Knowledge Management: Covers the creation, organisation and surfacing of documented knowledge at the right time to the right audience and extends Google Dialogflow ES’s intent model
- Analytics & Insight: Console brings extensive BI (Business Intelligence) capabilities powered by Google’s Looker, allowing customers to collect, interrogate and analyse substantial amounts of data collected through automated customer conversations.
Stuart Dorman, Sabio’s Chief Innovations Officer, said, “Console allows users to map channels to the relevant ‘bot’ easily and handles the complexity of media transport and session management, allowing customers to build rich, omnichannel experiences.
“The platform provides a comfortable authoring experience, simplifying the build-out of virtual agent interfaces for chat, with easily embedded rich media and SSML for voice. The multi-lingual capabilities, including automatic language detection, allow Console to deploy across more than 70 languages. Meanwhile, the platform’s Analytics capability provides a set of pre-configured dashboards that provide the user with more visibility than ever before.”
He added: “Sabio Console is an extremely exciting offering and one that we think will have a huge impact not just for our clients but across the wider CX spectrum.”
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