AI-powered CX toolkit empowers B2C enterprises
to unify systems, streamline processes and deliver exceptional
customer experiences
PALO
ALTO, Calif., April 30,
2024 /PRNewswire/ -- Zingtree, a leading
AI-powered customer experience (CX) automation platform, today
announced the launch of its AI CX toolkit: CX Answers and CX
Actions. Designed to help B2C enterprises unify their disconnected
systems, processes, and workflows, these new tools will help
businesses automate nearly every customer interaction, making each
one fast, efficient, and more satisfying for customers and agents
alike.
"Despite heavy investments in AI-enabled CRMs, chatbots and
contact centers, we continue to see a lack of effective automation
in today's complex customer service environments, ultimately
leading to frustrated agents and customers," said Juan Jaysingh,
chief executive officer and board member of Zingtree. "We developed
CX Answers and CX Actions to empower businesses to overcome these
obstacles through the power of AI and automation. Our goal is to
help companies break down silos, streamline their processes, and
ultimately provide their customers with the fast, efficient, and
personalized support they deserve."
AI-Powered Enterprise Engine for Precise, Context-Aware
Results
CX Answers, an AI-powered enterprise engine, uses
CX-specific Large Language Models (LLMs) to help customers and
agents find accurate information, leverage efficient processes, and
access automation.
By unifying data and knowledge from underlying CRMs and back-end
systems, CX Answers empowers non-technical CX leaders to assist
agents and provide personalized self-service experiences for
customers across websites and apps. It incorporates the user's
context, business policies, permissions, and CRM data to drive fast
and accurate resolutions.
Key use cases for CX Answers include:
- Enable customers to find accurate and relevant answers
themselves with intelligent search and discovery.
- Leverage context to drive agent assist and connect agents to
the answers they need to avoid time-consuming screen juggling
during calls.
- Generate direct answers to questions instead of links to
knowledge, driving faster resolutions.
- Unlock insights into customer behavior, understand new process
needs, and identify gaps for improvement.
No-Code Automation for Key Business Actions
CX Actions
is a no-code workflow layer that allows CX leaders to automate
critical business actions, such as appointment scheduling, billing
inquiries, refunds, and returns.
Key use cases for CX Actions include:
- Enable customers to trigger automated actions and resolve more
issues through self-service without getting agents involved.
- Provide agents with contextual customer data from third-party
apps during calls to drive the next best action and avoid
time-consuming screen juggling.
- Update customer records and trigger ticket creation
in CRMs to reduce errors and improve data quality.
- Trigger SMS and email alerts for shipping and delivery updates
from OMS.
"By integrating automated model lookups and API-driven content
delivery from CX Actions into our customer's support portal, we're
not only personalizing self-service but also reducing support
tickets through automation," said Marc
Chabot, chief revenue officer with Zingtree. "This is
designed to help our customers and their teams be much more
efficient. By automating repetitive work, we're allowing them to
focus on what truly matters – delivering exceptional customer
experiences. We've successfully deployed this for one of the
world's largest consumer electronics companies, demonstrating its
effectiveness on a large scale."
To learn more about CX Answers and CX Answers, please visit
https://zingtree.com/en/product/cx-answers and
https://zingtree.com/en/product/cx-actions.
About Zingtree
Founded in 2014, Zingtree is a leading
AI-powered CX automation platform that empowers businesses and
their customers to make better and faster decisions. By seamlessly
combining human expertise with AI, Zingtree enables over 700
organizations across 50+ countries to deliver exceptional,
personalized customer experiences. Users leverage the platform for
millions of customer interactions monthly, improving customer
satisfaction, reducing average handling time, increasing first
contact resolution and optimizing support costs. Trusted by
industry leaders such as Allianz, Corpay, Experian, Groupon, and
United Health Group, Zingtree has raised $18.5M in funding to date on its mission to
continue pushing the boundaries of AI-driven CX automation. Learn
more at https://zingtree.com/.
Media Contacts
Avery
Hand
BLASTmedia for Zingtree
zingtree@blastmedia.com
317.806.1900 ext. 159
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SOURCE Zingtree