AI-Powered Customer Support Platform with Voice Automation

Product is included broadly with following features:

Omnichannel ticketing inbox encompassing 14+ communication channels with intelligent routing algorithm that sorts & filters each incoming message based on the score accumulating multiple factors like complexity, urgency, language, skill required, customer tier, etc. and routines to ai or human agents which holds higher confidence out of available agents, which can be configured using interactive admin dashboard, where ai agents can be uploaded with knowledge base files and appropriate skills and other important parameters can be tagged to human agents.

Inbound voice automation facility through which calls be routed to ai voice agents who can handle the calls contextually by leveraging knowledge base files, crm data context and past ticket articles. Ai agents typically escalate the calls to human agents if there are important observations like repeated questions, customer resistance to speak with human agents and confidence of ai agents tracked using live AI summaries and transcripts dedicted for each call in voice call dashboard. Human agents can handle the calls via browser using softphone technique. ( Voice call automation fetaure is implemented using a open sourced architecture called Fonoster and relies on api calls from known vendors for stt and tts). Currently, the languages it supports includes all global languages and some indic languages like hindi, tamil, etc

27+ crm integrations including all major providers to facilitate customer context for ai agents along with an option to perform write operations on crm data with human agent approval gates for ai based actions.