Generative AI for Customer Experience
AI solutions designed to boost your customer service experience.
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End-to-end AI solutions for an elevated customer experience
Kerv’s customer service solutions leverage AI at every stage of the process, from before an interaction begins to after it’s complete. Â
AI-powered chatbots and support systems help customers self-serve on straightforward requests and triage more complex requirements, reducing wait times and increasing customer satisfaction. Â
Where a human touch is necessary, AI can help your agents deliver elevated experiences with real-time insights and customer context, accurate real-time translation and automated follow-up. With an end-to-end view of all customer interactions, AI-powered data analysis provides powerful insights to help you optimise your customer experience for increased satisfaction and retention. Â
The Kerv Difference
AI-driven customer service solutions that enhance your existing channels – and exemplify your brand
Chat via the channel of your choice – including SMS, social media, email, IM and chatbots
Our population is increasingly sophisticated, and increasingly digitally native. Chat is the natural channel for many, building on the interactions we have in our personal and professional lives. Using AI to augment and assist in delivering chat as a channel in your contact centre can help you deliver consistent services and extend your operating hours.Â
The power of the cloud, enhanced by your data
The cloud delivers the scale and technology you need for AI – but the service you offer will be unique to you. We’ll reflect your brand in the service we build with you and focus on handling the most appropriate interactions.Â
AI to enhance, not replace, your brandÂ
An AI-driven customer service implementation should be an integral part of your culture and your voice to enable your customers to seamlessly transition between AI-driven features and live interactions.
Empowered AgentsÂ
AI agent assist provides real-time support to agents, intelligently analysing the content and sentiment of conversations and offering data-driven recommendations for dealing with difficult situations, to protect agent wellbeing and improve customer satisfaction. Â
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Benefits
AI solutions with a human touch
Advanced self-service
With natural language-based search and AI-assisted triage, it’s easier to identify customer needs and direct them to the right support, for reduced call volumes and increased customer satisfaction.
Advanced AI chatbots
AI chatbots can respond specifically and intelligently to customer requests, providing a more natural and intuitive conversational experience that reflects your brand tone of voice. AI-powered chatbots and assistants can respond to simple queries in real time, faster than a human agent, freeing up their time for more complex questions.
Knowledge base management and Genesys Copilot
Gen AI and Genesys Copilot can auto generate knowledge articles from customer conversations, helping to create and deliver the right information, when needed, to your agents.
Customer Sentiment
AI can detect how customers are feeling during interactions on various channels. It can determine positive, negative or neutral sentiments, enabling agents to manage situations and respond effectively, adjusting their communication style or escalating interactions when dealing with upset customers.
Live agent assistance and increased productivity
AI-driven processes can streamline agent experiences, such as summarising previous customer interactions, automatically transcribing calls, and providing real-time context and direction to guide interactions.
Smart translation tools
Expand your markets with effortless AI-powered context-aware translation tools, allowing you to support customers in their native language with unparalleled accuracy.
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