Transform Your Customer Engagement With Contact Centre Intelligence
Reduce Cost — Unlock Capability — Augment Existing Investment
Enhance Customer Experience
Companies can implement real-time, intelligent, complementary support for their extensive customer base supporting multiple languages across traditional, social and messaging channels.
Enhance the customer’s experience by offering 24/7 support and reduce low complexity queries in order to free up Customer Care agents to spend more time answering more complex queries.
In the event that full automation doesn’t satisfy the customer’s needs, automatically hand the query over to Parly Engage or existing livechat agents where an agent can take over the conversation and be prompted with relevant responses supported by the sidecar AI.
Give Customers What They Really Want
Customers want to be able to engage with a business and get meaningful responses, in whichever channel and language they choose, without waiting in line, or dealing with cumbersome non-intuitive processes.
Retain
Guiding and assisting customers through returning sales or service processes, utilise existing experiences to simplify their journey.
Obtain
Generating leads - launch AI based services such as chatbots or date led campaigns/
Engaging prospects who have begun their journey with encouragement to complete.
Optimise
Assisting customers with payment details, document upload, claims, and FAQ
Automate monotonous tasks, introduce more efficiency
Providing AI assisted livechat to customer service teams
Deliver
Reduce the volume of calls to the contact centre with intelligent alternatives and without compromise to the experience.
Provide self-service and greet your customers 24x7
Increase conversion to buy
Bespoke & Augmented Solutions, Based On Your Needs.
Leverage Your Existing Investment
Long standing businesses tend to have many legacy systems supporting their customers but they are also in the digital transformation process of upgrading to new digital platforms.
We actively assists this transition through bespoke custom integrations to unlock capability.
In addition, Parly, our core platform supports a substantial number of out-of-the-box CMS integrations including: Zendesk, Salesforce, Remedy, Jira, Service Now.
Parly also supports common identity providers (IDP), including Active Directory, Amazon, Google, Facebook, Twitter, OpenID Connect.
Ryanair, A Case Study
Ryanair, The Challenge
Ryanair required real-time, intelligent, complementary support for its extensive customer base across Europe supporting multiple languages; English, Italian, Spanish, French, German, Polish across traditional, social and messaging channels.
Another key objective was to improve Ryanair’s customer’s experience by offering 24/7 support and reduce low complexity queries in order to free up Customer Care agents to spend more time answering more complex queries.
Ryanair also required the ability to use AI technology to help support customers during times of flight disruption, such as Air Traffic Controller strike or weather disruption, which may in turn impact the customer.
One of the core goals for Ryanair was to allow for platform management by the customer services team without regular requirement for lengthy professional service engagements.
Ryanair, The Results
At Ryanair, Parly is processing tens of thousands of customer conversations daily, thus providing significant cost savings, supporting rapid growth, reducing customer abandonment, and increasing customer satisfaction and experience.
Questions that passengers have, such as, baggage allowances, check-in processes and general “what and how questions”, are being effectively handled by the Parly platform.
Parly is “Always Getting Smarter”, perpetually increasing in intelligence from customer interactions and Ryanair customer service guidance.
Bespoke & Augmented Solutions, Based On Your Needs.
How Can We Help?
For new solutions, Parly manages customer journeys from start to finish, in any channel and any language, integrating with your existing technologies.
Parly Assist
Parly Assist delivers outstanding, natural responses to customer interactions of all types, in whichever channel your customers want to use. It automatically learns over time to become a domain expert, and continually improves the responses it delivers. Parly integrates with the organisations third party platforms for end to end business needs.
Parly Engage
Parly Engage is an integrated platform that delivers live interactions from every channel to agents within a single UI, while integrating with enterprise systems for simplified end to end execution.
Domain experts are no longer limited to responding on a single channel, but can instead deliver great experiences to all.
Built By Cation Consulting, Powered By AWS
As an AWS consulting partner, we leveraging AWS AI to build and augment existing contact centre solutions. We deliver added value to customer interactions through multi-lingual and multi-channel conversational solutions, live chat with AI powered agent guidance and the unlocking of capability and insights from existing internal data and services.
At Cation we have a very simple focus: helping brands and their customers talk to each other, while allowing businesses to further realise their existing investments to unlock new capabilities and insights.
