![]() We are committed to ensuring a seamless and engaging experience for our customers on all platforms, including our hotlines,” said Stamford Low, director of customer experience and retail at M1. ![]() Since embarking on our digital transformation journey two years ago, we have doubled down on delivering exceptional experiences for our customers. “Customer experience has always been a top priority for M1. It also enables call centre agents to work remotely without compromising the customer experience. This has improved call agent productivity by freeing them up to focus on more complex cases, it added.Īs a cloud-based service, Maxine can be enhanced with new and incremental features and capabilities, with the ability to scale up and down quickly. M1 said its Net Promoter Score (NPS) – a common metric for assessing customer loyalty – in December 2021 had increased by 40% compared with December 2020, which it largely attributed to Maxine’s ability to capture callers’ intentions. ![]() Since the last quarter of 2021, Maxine has been authenticating callers with a one-time pin (OTP) or sharing a customer’s position in the call queue and estimated waiting time. M1 noted that these capabilities would enable Maxine to engage in more life-like conversations with customers, by engaging them in open-ended conversations instead of menu-driven interfaces. Dubbed Maxine, the voice bot is built on Amazon Connect, a cloud-based contact service that touts speech recognition and natural language processing capabilities. ![]()
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