Sentient Assist and Automate (SAA)

Almost 70% of all customer contact in the UK and globally is voice. During these voice interactions, much frustration is caused by being put on hold for a long time - 84%, dealing with employees who are unfriendly - 81%, and having to repeat your issue to several company reps - 80% (Source: Accenture 2013 Global Consumer Pulse Survey Global & U.S. Key Findings).

Sentient Assist and Automate is a self-learning voice-bot platform that aims to remove this frustration by cutting the waiting time by up to 95%, removing the repetition issue, and improving the effectiveness of the call centres. The platform aims to automate the majority of customer voice interactions. For the remaining calls, the aim is to delegate them to the relevant agents and assist them, so they improve the benefits for the customer, leading to higher customer satisfaction.

To achieve this we use the latest advances in deep learning and natural language processing to learn from the existing conversations, in order to build a voice bot that is emphatic and capable of solving issues for customers in real-time.