Using the Power of AI to Reshape Communication
Omnichannel Communication
Industry
Omnichannel Communication, Artificial Intelligence
100K+
Conversations in 2 months
About the Project
We were asked to develop a modern omnichannel communication system powered by AI to help a business improve the quality of CS team interactions with consumers and make it easier for buyers to contact a company via their preferred communication channels.
1M+
B2B interactions
Challenge
Our primary objective was to build and deploy an omnichannel support platform to help clients connect with the CS team via their favorite messaging services. We wanted to make it easy for consumers to get in touch with experts from across different departments or get assistance from AI bots. We had to solve the following tasks:
To develop a unified platform that allows clients to communicate with the brand.
To integrate multiple communication channels.
To improve response quality and achieve higher satisfaction.
Approach
AI Integration
We developed a powerful platform that integrated seamlessly with messaging services.
Improved Adaptability
Our experts have built an AI chatbot capable of providing accurate responses relevant to a query.
Scalability
We ensured that the system could process increased volumes of queries during peak times.
Solution
The development process was divided into two stages. Initially, we deployed a system that integrated with various messengers. Next, we fine-tuned its performance and added AI-based tools.
- Deployed the omnichannel platform with real-time communication tools that allowed users to contact CS agents via web chat, email, SMS, and popular messengers like WhatsApp and Messenger.
- Upgraded the functionality of the system by integrating additional features, including demo development, escalation algorithms, and AI-powered customization.
- Released a mobile version for CS agents to expedite the adoption of the product on the B2B market. Implemented advanced tracking features and push notifications to improve its functionality.
- Switched to a hybrid model to allow clients to get replies from experts directly or communicate with AI bots powered by advanced large language models (LLMs).
- Translated the interface into 15 languages to achieve higher visibility on global B2B markets.
- Implemented features for multiple industries, including customer support, sales, marketing, fintech, and eCommerce, to help companies automate interactions with clients.
- Introduced self-hosting support, integrated CRM/ERP systems, and connected the product with the AI orchestration tool developed by Crystalised.
Results
We have created a powerful omnichannel communication platform that delivers a seamless performance and integrates with popular messaging tools. Due to the support of AI technology, it is designed to meet the needs of companies from across various industries.
- Handled 100,000+ client-agent sessions in the first few months.
- Reached a 98% response rate due to the implementation of AI features.
- Increased the user retention rate by 35% due to the integration of the analytical suite.
- Boosted satisfaction by 30% by integrating various communication methods.
- Handled 1+ million conversations for B2B clients using AI bots.
The platform has been demonstrating high efficiency across different sectors for years.
Technologies
Case Studies
