Automated query resolution

Answer instantly 24/7/365. Bring digital channels where your customers are.

Auto automation

Do you get bulk of your customer calls on the telephone? We have a proven solution for you.

Our expertise

Simpragma has built over a 100 bots across various industry verticals. We have addressed over 20 million customer queries across 50 different categories. The voice bots can handle various regional languages, dialects and on-ground conditions such as background noise, poor network connectivity irrespective of the customers’ articulation capabilities.

Simpragma has the right combination of skilled team to help you achieve what it takes to put together an industry strength working solution. We have expertise in Call centre telephony, design thinking, contact centre analytics and data science, cloud infrastructure, AI- ML, testing and operations monitoring. We have global exposure in contact centres for financial services in micro-lending, banking, credit cards, wealth management and insurance.

Our solutions

The solution allows you to augment your call centre staff with voice bots that are trained to handle routine customer queries such as break up of payment details, request an account statement, request for due date extension, seek assistance in making payments, request add-on services, reinstate suspended services and block a transaction.

Every time a customer calls the call centre, a dedicated instance of a task-bot is created that ensures complete focus and tracking to closure. The solution provides an industry strength system that takes into account different regional languages, dialects, background conditions irrespective of the customers’ articulation.

The solution enables you to handle 2 levels of customer servicing queues, where the solution handles more mundane queries while your management and customer service staff can focus on escalated queries that are more complex and business sensitive.

The solution will help reduce your Average Speed of Answer (ASA) by 1000x at the instance it is going live.

There is no looking back from here, where all your KPIs keep winning and get you closer to establishing a state of the art contact centre!!

The solution does not stop at just better ASA, the additional benefits you can achieve are:

  • Cost per call of the bot at a fraction of the cost
  • Calls handled by agent can come down by 80% in 6 months
  • Disruption free integration with your existing enterprise telephony systems and IT infrastructure
  • Fully secure solution sitting within your dev environment
  • Scale up capacity in a matter of minutes to manage your growing business
  • Surge events can be handled without compromising on service levels
  • A seamless experience across phone, chat, Whatsapp and email channels
  • Power to track every minute detail of your contact centre performance that can be over five
  • Power to track every minute detail of your contact centre performance that can be over five hundred metrics
  • Data mining capabilities to help you personalise the customer experience

How it works

Our solution helps you relieve the most important pain points in your contact centre. With the most nagging pain points addressed, we now have the state of mind to decide the next course of action.

Our objective as a team is to ensure a high score across all your key performance indices. The pursuit would be to reach a 1000x boost in key metrics by leveraging the full potential of digital transformation technologies with our 5 step plan:

  1. Assessing the user and preferred communication channel
  2. Evaluating every micro interaction and improving bot service quality continuously
  3. Capturing detailed data elements from each customer interaction
  4. Building innovative solutions with AI and ML capabilities
  5. Calibration of business flows and spawning quickly to the new processes

The management process to help you reach that goal will be:

  • Strategise your roadmap across all channels from a single interface
  • Setup the process and governance to achieve the roadmap
  • Establish a platform with the desired architectural capabilities like instant scalability and rapid manoeuvrability to flex the flows to support on-ground events like Black Friday sales, holiday sales or festival sales

Laying your roadmap will help us to address your priorities such as:

  • Channel consolidation vis a vis Email, Chat, SMS, Social Media, WhatsApp and Phone
  • Surge protection guarantee
  • Structuring of services to help improving your NPS scores
  • Information security

We can together make sure that you get the biggest bang for the buck.

Your journey

You can choose to co-create the service or outsource the entire transformation journey. Our working model provides you the flexibility of decision making and customising any business flow. Our service offerings include:

  1. Decomposing your current technology stack and offer the best integration solution for quick and fast implementation
  2. Advice on new integrations with third party applications to bridge performance issues
  3. Curated customer journeys by applying design thinking

Our 5-staged service delivery model makes sure your business objectives are our highest priority.

01 STORMING Quick brainstorming of ideas to jumpstart the service. A solution cannot be improved unless implemented in a real environment and tested with real users.

02 FORMING We form proper call flows using your team experience and our expertise to uplift customer experience journey.

03 NORMING Continuous improvement after every single micro interaction to yield better results.

04 PERFORMING Analysis and improvements at the contact-level to deliver organisation level objectives such as customer experience, retention or advocacy

05 ADJOURNING Marking areas internally with gold standard service offerings and challenging legacy performance benchmarks

Automated query resolution - value trajectory post implementation

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