An overview of how a call is handled on Gnani.ai’s unified customer experience (CX) platform

The Perks of a Unified CX Platform

Gnani.ai was the first in the conversational AI market to come up with a unified customer experience platform. For the uninitiated, a unified CX platform means one in which the following four can happen without switching channels.

1. Caller gets authenticated.
2. Caller interacts with bot to resolve their query.
3. If the caller needs a human agent, the bot transfers the call.
4. Call data is recorded and analyzed to generate analytics.

With most other conversational AI players in the market, these services are available separately. This affects the customer experience negatively as:

• The CX may not be consistent across channels. This hampers the brand voice and it is difficult to maintain customer loyalty in such cases.
• Integration complexity is higher between various modules in a non-unified platform. So, there is scope for errors during data exchange.
• It costs more to maintain different systems and modules of a non-unified customer experience platform.

All of these issues are easily addressed in a unified CX platform like the one Gnani.ai offers to their enterprise customers. Customers also prefer a unified platform as it is convenient for them. Let us see how it works. [caption id="attachment_34000" align="alignnone" width="1024"]

Customer journey on Gnani.ai's unified CX platform[/caption]

A Fast and Efficient Customer Journey on a Unified CX Platform

Gnani.ai starts by automating customer service calls. This ensures zero-wait time for the caller and is available 24*7. Immediately after the call is answered, the bot is designed to authenticate the caller in less than 6 seconds using just free speech. Authentication via Armour365 does not require any PINs or special passcodes. It is a language agnostic authentication system that seamlessly verifies callers no matter which channel they use to interact with a business. Once the caller is verified, the bot answers their query. In case the caller is not satisfied with the bot’s resolution of their query, the bot hands the call over to a human agent. Since agent assistance is also available on Gnani.ai’s CX platform, the human agent can access AI-generated next best action suggestions, call checklists and more. This helps them resolve the customer query in the best way possible. The last step is a post-facto analysis of the recorded call data. Aura365 monitors the quality of the agent performance and generates score cards for each interaction. Entity and keyword extraction, deep interaction insights with sentiment and emotion analysis are all done in this last step.

Conclusion

Without Gnani.ai’s unified CX platform, authenticating callers, handling calls, and post-facto analysis would not be as seamless. But if a business decides to use any one of these modules, Gnani.ai is fully capable of making that happen as well. Basically, Gnani.ai has all the solutions that a business may need to provide a seamless CX and each solution can be customized according to specific business needs. Check out Gnani.ai’s unified CX platform for yourself. Click here.

Frequently Asked Questions

What is a unified CX platform?

It brings caller authentication, bot query resolution, human agent transfer, and call recording with analytics into one system. Platforms without this unity create inconsistent customer experiences, more integration work between separate tools, and higher maintenance costs for the business over time.

How fast is caller authentication on this platform?

The bot verifies a caller in under six seconds using free speech, through the Armour365 module. The method is language agnostic and needs no PIN, so authentication happens while the caller is simply stating their query, not answering separate security questions.

What happens if the bot cannot resolve the query?

The call escalates to a human agent, who works with AI generated next best action suggestions and call checklists. The handover carries context forward automatically, so the customer is not asked to repeat everything they already told the bot from the beginning.

What does Aura365 do after the call?

Aura365 handles analytics once the call ends. It monitors agent performance, generates scorecards, extracts entities and keywords, and runs sentiment and emotion analysis, giving supervisors a consistent view of quality across every interaction rather than just a manually sampled few calls.

Can the platform be adopted in parts?

Yes. The platform is modular: authentication, the bot, agent assist and analytics can each be deployed on their own or together as an integrated suite, and configured to the needs of the business rather than adopted as one fixed package.