Digital and Social Sensing
Decipher your customers’ interactions across channels using artificial intelligence and machine learning.
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Digital and Social Sensing Software
Listen to customers across communication channels in real-time and analyze interactions using machine learning (ML) algorithms and artificial intelligence (AI). Identify context to initiate back-end processes and drive appropriate actions for meaningful responses and faster resolutions.
AI-driven Learning
- Supervised ML models based on neural networks to determine intent, classification, and sentiments. Natural language processing and named entity recognition for extracting relevant information
- Ready-to-use, language-agnostic ML models for different verticals
Multi-channel Interactions
- Anytime, anywhere engagement with customers in their preferred communication channels
- Unified, single-stream interactions across all connected networks to enable monitoring of incoming messages
Case Routing and Prioritization
- Auto-routing of customer queries, complaints, etc. to relevant departments
- Prioritizing cases based on urgency, customer requirements, agents’ skill sets, and workload
Automated Response and Engagement
- Delivering automatic, personalized, and contextual responses instantly
- Tracking and reviewing historical customer interactions and events for a holistic view
Monitoring, Reporting, and Insights
- Comprehensive and customizable dashboards, graphical charts, and reports with active, on-demand, and predictive analysis
- Auto-generated insights to enable real-time decision making and to improve customer experience
Platform APIs
- Out-of-the-box REST APIs for quick integration with on-premise, cloud, and hybrid-deployed systems
- Integration with existing IT systems and business applications for seamless information flow
Capabilities of Newgen OmniChannel Cusotmer Engagement Platform
Success Stories
Policy generation in under 5 seconds
Automation of 300+ templates
Communication creation in 1-2 hours
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