eccentex kAI
Hi I’m kAI, Eccentex’s Federated AI Assistant.
I can make your work easier and your customers happier with the following features:
- Content and Sentiment Analytics
- Automated Case Creation
- Email Auto-Response
- Automated Escalation & Task Re-Assignment
- Personally Identifiable Information (PII) Detection and Masking
- Automated Elastic Search & Knowledge Linking
- Next-Best Action/Offer Recommendations
- Translating Between 180+ Languages & Dialects Fluently
- & many more!
Content and Sentiment Analytics
When an email comes in I can read and understand the context of it and I can detect whenever the customer is happy or frustrated. In addition, I can pick up important key words that I can use for related Knowledge Base searches automatically.
I also understand how to find augmented data within the email body that is not explicitly expressed like searching for customer addresses based on their names or identifying services that the customer is currently using. I can search customer history, ongoing claims or even satisfaction survey feedback to figure out how the customer is feeling and what they are interested in.
Automated Case Creation
Whenever it’s necessary, I can automatically create a follow up case and attach all important customer information and assign it to the best available resource who can handle the situation.
Not only can I create cases but I can also auto-close cases based on answering a customer’s question or resolving their concern.
I can attach documents, pictures, links, FAQ/knowledge base articles, and even publicly available information to a case that helps either the customer or the agents to solve the issue. I also can re-direct customers to self-service portals where they can get step-by-step guidance for issue resolution.
Email Auto-Response
I can analyze and fully understand even a complex email with multiple questions and references. I’m then able to create an adequate answer that addresses all topics mentioned.
I can use additional meta information that I can fetch from other systems like CRM, Marketing Information System, or Knowledge Bases to assemble my answers in the most accurate way.
In my answer, I can demonstrate empathy and awareness about the customer context and am able to personalize my messaging just like a human can.
Escalation & Task Re-Assignment
Whenever it’s needed, I can automatically escalate, prioritize, or increase the severity of a case based on the captured case context. I can send a copy of a task or a case to a supervisor when it needs attention from management.
I can automatically attach documents that directly correlate to the case and are important to be known or filled out by the case managers. When a case is not processed within a desired time frame I can automatically re-assign this case to the next best available resource to ensure the SLA is met.
Personally Identifiable Information (PII) Detection and Masking
When I detect any sensitive or PII in the text that should not be seen by an agent like credit card numbers, social security, etc. I can automatically mask it out but store in a safe place for further use if needed.
I can do this regardless of language, accent, and regions even if they are mentioned separately throughout the email body.
Automated Elastic Search & Knowledge Linking
Whenever it’s needed, I can automatically escalate, prioritize, or increase the severity of a case based on the captured case context. I can send a copy of a task or a case to a supervisor when it needs attention from management.
I can automatically attach documents that directly correlate to the case and are important to be known or filled out by the case managers. When a case is not processed within a desired time frame I can automatically re-assign this case to the next best available resource to ensure the SLA is met.
Next-Best Action/Offer Recommendations
I analyze and understand what the customer is looking for and I am able to search the Knowledge Base for the most suitable product or service offer available. I understand the customer’s concerns or issues so I can choose wisely what fits the customer’s interest best.
I may suggest how the customer can use available self-service options or how to enhance customer experience with other available tools.
Translation Between 180+ Languages & Dialects Fluently
If the customer is sending an email in a foreign language that is not an issue for me because I can translate it in seconds to virtually any language, even if they are using various dialects. You don’t need to have your Knowledge Base translated into multiple languages as I can translate those articles in real-time too.
Translating between logographic and phonographic languages is not an issue for me either.
Want to learn more?
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Leverage the Power of Orchestrated AI Services
Discover our 25+ new AI services. Unleash the next generation of Customer Experiences and Empower your employees with the latest AI capabilities
