Workforce Management Featured Article
Simplr Disrupts BPO Market with AI-enabled Platform
Customer service BPOs have tended to fail when it comes to modernization and the shift from phone to digital caused by the pandemic. Major deficiencies were exposed as a result. CX leaders who invested in outdated BPO services, paired with chatbots that leave customers frustrated, were destined for disaster.
A technology disruptor in the BPO market, Simplr launched its EngageNow Suite to transform customer experience organizations into cost-efficient, revenue-generating programs that exceed customer expectations. The solution combines chatbot technology and human agents through an AI-powered platform to deliver higher quality and more agile customer experiences than legacy BPOs could create.
"We have introduced the EngageNow Suite to shatter the status quo by taking the best parts of real human support and automation while eliminating the downsides of both," said Amit Sood, chief product officer at Simplr.
The two components of the suite are the Simplr Chatbot and Simplr’s Human Cloud Network of customer support. The chatbot learns from human agent interactions over time to drive up the number of inquiries that are resolved via automation, driving down overall costs.
Additionally, the self-optimizing platform leverages data such as customer effort score, intent and urgency detection as well as customer likelihood of purchase to improve routing processes and recommended responses to customers.
Solo Stove, before utilizing the EngageNow Suite, needed a dedicated full-time employee to manage its first chatbot. The process was a learning curve and ultimately time consuming. Because Simplr’s chatbot is part of a managed service, the dedicated employee was freed up to focus on more important CX initiatives.
"With their integrated bot and human platform, Simplr has been an incredible partner in helping us consistently delight customers day-in and day-out, even as the brand continues to grow," said John Thrailkill, senior vice president of customer experience at Solo Stove.
Simplr's team of conversational UX designers and data scientists build customized experiences tailored to meet the needs of each client's customers. Because there is no need to invest in in-house resources, Simplr clients see an average savings of 42% compared to what they spend with their current bots/BPOs.
"Technology solutions that can augment outsourced customer service labor with conversational AI and automation offer a new path forward for CX leaders looking to optimize their customer service and overall CX,” said Hayley Sutherland, research manager, conversational AI and intelligent knowledge discovery at IDC (News - Alert).
Edited by Erik Linask
