Engage Conversation AI With Your Business
Through Parly, Cations Perpetually Learning Conversational Platform
Multi Lingual, Multi Channel, Enterprise Integrated, Process Automating, Conversational AI
Conversational AI Providing Exceptional Self-Care & Process Automation
Native multi-lingual, omni-channel and AI driven ability, provides almost instant responses to customer queries & complements the online sales and support processes providing an integrated customer experience.
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 & Portuguese 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.
123.ie/RSA Insurance, A Case Study
123.ie, The Challenge
123.ie is a digital first insurance group within the European market. 123.ie are always looking for ways to make things better and deliver above and beyond their customers expectations.
The process of validating customer policy data, including the collection and submission of customer documents can be a time consuming experience for the customer.
123.ie wanted to change the game and provide an exceptional, interactive chatbot style experience for new and existing customers, with support services and document processing handled by an AI, in real-time.
123.ie, The Results
A better, simpler customer journey.
The customer journey is significantly simplified through the use of continuous guided dialogue and access to FAQs. Additionally, the process of capturing the documents via mobile camera, web camera or image upload removes the cumbersome email and potential phone call processes.
Faster & Lower Cost Customer On-boarding.
The on-boarding process is optimised through the automated real-time validation process and approval. This removes the insurance agent requirement for manual documentation validation and notification to the customer of approval which prior to implementation of automation could realistically be next day.
Higher Quality Customer Experience.
The implementation of Parly Assist has also improved the customer experience by introducing a more convenient way to upload documents and respond to queries throughout the journey. Parly Assist has removed the friction that was in the previous onboarding method and has significantly reduced the high error-rate and the difficulty that customers have when uploading documents online.
At AWS re:Invent 2021, Doug Yeum, head of Global Partner Organization, includes Parly’s deployment in 123.ie
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
Guiding Your Customers, Automate Key Document & Data Processing. All In Realtime
Achieve More.
Engage your customers in realtime process automation, fronted through a great chat experience. Guide your customer to their objectives, with realtime process automation.
Brands that are customer centric in nature, avoiding manual processes, tedious paperwork, and approvals will get the attention of millennials and gain their custom. By providing an automated digital customer onboarding process that is quick, available 24x7, will contribute significantly to an improved customer experience resulting in successful relationships with customers.
Traditional “Know Your Customer” experiences can take from a few hours to a few days to onboard customers, as it involves the gathering of user data, collection & validation of material documentation, operating with disparate systems and interacting with the customer.
Conversational AI combined with automated processing mimics the actions that customers and employees take while executing repetitive compliance activities in various applications, eliminating time-consuming, error-prone manual data entry. A majority of customer onboarding problems can be eradicated or managed better if brands focus on automation and reduce manual labour.
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.
Bespoke & Augmented Solutions, Tailored To 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.
Bespoke & Augmented Solutions, Tailored To 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 leverage Natural Language Conversational AI to build multi lingual, multi channel solutions. We deliver higher value and lower cost to customer interactions, through enterprise integrated chatbots, 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.
