Datamatics AI-powered Operations Management Offering is the backbone of the omnichannel contact center. Right from the unification of data, creating personalized interactions, customer journey mapping, unified workplace for agents, AI-driven bots, and workflows, we enable holistic customer interactions. We augment the agent to enable him to focus on providing support and fostering customer satisfaction. The Datamatics EQUIP Framework – Engage, Qualify, Unify, Infuse & Propel merges people & processes into a comprehensive system. In the first stage - ‘Engage’ leveraging AI we develop a governance structure, define expectations, enable process discovery, and generate an IT architecture. At the ‘Qualify’ stage, with AI we assess the risks associated with the processes, create a network design, enable transfer of knowledge, and deploy a business continuity plan. At ‘Unify,’ we hire & onboard the right resources, provide training & coaching, and optimize processes to ensure alignment with the operational goal. At ‘Infuse’, we finalize transfer plans, execute quality assurance, enable the transfer of knowledge, set up frameworks to mitigate risk, and put in place business continuity protocols to ensure resilient operations. ‘Propel’ ensures the go-live is smooth, deploys controls to mitigate risks, conducts performance tracking and lastly analyzes learnings.
Responsible AI augments human capability. Responsible AI-powered solutions atop enterprise data repositories generate quick responses to agents/customers’ queries in a contextual framework.
How can GenAI enable an intelligent and unified view for the agent?
GenAI sources data from different enterprise data resources in a contextual environment and offers an intelligent answer to agent queries. It thus improves agent response time to customer queries.
How can AI help with effective operations management in Contact Centers?
Responsible AI enables Contact Center agents to source data from different sources to provide answers to customers in a contextual environment. Similarly, it helps supervisors to query customer logs to decipher customer sentiment through analytics and streamlining processes.
How can you automate Quality Assurance in Contact Centers with AI?
Responsible AI solutions help Contact Centers to summarize customer communications across different channels and extract data points for streamlining processes. The provision helps to review customer satisfaction at the end of the communication. The data points also help managers to assess agent training requirements.
How can AI help with personalized agent training?
Responsible AI solutions help Contact Center managers to assess agents across their customer responses and the query resolution ratings. Based on these data points across multiple query resolutions, managers easily derive personalized agent training requirements.
