smile.cx PRO a new concept of CX operation
A unique set of BPO call center services that enhance human intelligence and empathy with the efficiency of AI, delivering outstanding Customer eXperience and streamlined operations management.
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Covisian’s vision to revolutionize customer management beyond standard call center services is the combination of human intelligence and generative artificial intelligence.
What are the advantages of our smile cx pro call center services?
Impact on CX
Upselling
Reaction time
%AI
Control
Standard AI approach
Lacks empathy and human attention to the customer's problem and their CX
Percentage limited by predefined rules/routing
Predefined, without human control
Daily/weekly, limited efficiency
Risk of hallucinations
Our smile.cx approach
The CX Pro continuously monitors CX and Business KPIs
Opportunities on 100% of interactions
Real-time, CX efficiency lever
Continuously monitored and customizable
Always controlled
Differentiating elements of our Voicebot
Immediate response from an operator
An operator can always answer the call on the first call and decide whether to involve AI after understanding the reason for the call.
Every automated call is overseen by a human
The operator oversees all calls and decides in real time whether to intervene in conversations to maximize the CX of each individual customer.
New way of working
The call center agent becomes a true CX Pro, focused on business KPIs and the CX of each customer.
Multi Skilled operators
The platform enables the multi skill concept; the operator becomes an orchestrator of highly specialized bots for the specific process to be automated.
Increasing call center service efficiency
The introduction of AI into the conversation allows for managing multiple conversations in parallel and reducing conversation times.
This allows choosing whether to use efficiency for cost reduction or improving service levels.
Other AI features of Smile.CX
CO-PILOT
AI suggests specific actions to the operator based on the conversation’s intent.
REAL-TIME SUMMARY
The AI’s summarization function gives the operator awareness of conversations happening in parallel with different customers.
INFO PROVIDER & ACTION EXECUTOR
The AI not only responds to questions based on a knowledge base but also automates parts of the customer interaction.
ADHERENCE (PLAYBOOK)
The AI is capable of verifying the adherence of the conversation between the customer and the operator to a specific script.
I want to know moreThe command center
Performance indicator
Rev/h
Revenues per hour
Ct/h
Contacts per hour
Cost/ct
Cost per contact
Customer Experience
NPS
Net Promoter Score
AAT
Average handling time in seconds
CSI
Customer satisfaction index
Artificial Intelligence
% Blending
Average number of human participation
% Full Human
Pecentage of call 100% with agent
% Full AI
Percentage of calls with full AI