Parly for Telco
Conversational AI for a globally connected customer base
Providing real-time, intelligent, complementary support & automation to across a global customer base in multiple languages, on traditional, social and messaging channels.
Conversational AI Helping to Ensure Business Continuity
Covid-19 has severely disrupted business operations across the globe. The pandemic has forced enterprises across verticals to re-examine their business continuity plans and find ways to leverage technology to mitigate the impact of this disruption. This has resulted in a significant impact on the Telecom sector as much of the global workforce has been forced to work from home.
Telecommunication companies are focusing on increasing network resiliency and reliability for the consumer while also investing in automation to serve their customers and ensure business continuity.
Organisations including Telcom Providers have lost staff and contact centres due to Covid-19, Parly, a next generation cloud based, multi-lingual, omni-channel and AI driven Conversational AI platform, is positioned to ensure business continuity by providing customer self-service through automating almost instant responses to customer queries.
Enhancing Customer Service
Using Parly Assist, Telecoms companies can implement real-time, intelligent, complementary support for their extensive customer base supporting multiple languages across traditional, social and messaging channels.
Telecoms companies can 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, Parly Assist can automatically hand the query over to Parly Engage where an agent can take over the conversation and be prompted with relevant responses supported by the sidecar AI.
Parly during Covid-19
Example Customer, Scaling Support
Pre Covid-19
Normal processing of tens of thousands of customer queries daily
During Covid
Exceptional processing of hundreds of thousands of customer queries daily
Scaling
Automatic scaling to cope with customer query surge
Multiple languages including English, German, French, Spanish, Italian, Polish
Multiple Channels including Web, Facebook, Twitter
Results
No extra agents required 24x7 Support Queries answered in less than 1 second
Scaling Support
Implementing Parly Assist can contribute to automating up to 80% of customer care queries while handing over to Parly Engage reduces agent customer interaction time by up to 30%. This results in significant savings in customer service while also providing the ability to scale up for business growth or times of crisis.
Typically scaling up is expensive and time consuming, but with Parly this becomes a simple exercise, scaling up in minimum time with no additional agents required. Parly enables an organisation to engage with greater numbers of customers and prospects during a surge in communications potentially turning a crisis into an opportunity.
Parly, a Member of your Team
Powered by machine learning AI.
Parly accurately interprets customers talking in natural language.
Learns just like a member of your team.
Parly, Minimum Deployment Effort
Parly gets better every day.
Easy to deploy: No need to add or take away anything.
Integration into your existing environment is easy
Game Mechanics in the Customer Journey
Parly has introduced gamification in the customer/agent journey, transparently driving customer engagement through positive interactions and measurement of customer feedback.
With Agent success driven by
Positive Customer Feedback
Positive Team Lead Feedback
Internal Competition & Speculation
Engagement results in increasing CSAT and NPS. Everyone Wins.
Parly, A Complete Communications Journey
Parly manages customer journeys from start to finish, in any channel and any language within the higher education domain.
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.