Augmenting human intelligence (Ai) to realise the potential of customer engagement

The problemEnterprises face a challenge in handling the contacts and information that flows into and around their organisations every day from customers, suppliers and employees.

Despite the proliferation of rules-based automation that can handle structured data, 80% of the data collected by organisations is unstructured*. This typically human-generated, unstructured content is descriptive and unpredictable in nature, which makes it labour intensive and time consuming to process.

The solutionDelivered as a managed service, Communisis Ai augments human intelligence to streamline end to end processes across customer service, supply chain and human resources.

Our platform applies best of breed Ai and automation technologies, with human ‘in the loop’, to process structured and unstructured data, regardless of whether it is received in physical or digital form.

The outcome is streamlined processes, even in the most complex environments, that create business value, reduce risk and deliver great customer experience at scale.

Platform outcomes will trigger line of business actions, hand-offs to further automations, or escalations to human colleagues for resolution.

* Source: IBM

Augmenting human intelligence to realise the potential of true customer engagement

Communisis Ai

Extract & enrich data Determine & executeoutcomes

Capture correspondence & information into my

digital processes

Understand meaning& intent

Respond & update lineof business systems

Our platform approach brings together a group of best-in-class technologies with ‘human in the loop’ to create a service which can be applied into a range of use-cases across the organisation.

Benefits emerge through time, cost and effort reduction and risk mitigation, with value driven through improved quality of customer engagement

A platform approach, delivered ‘as a service’

Communisis Ai

Capture incoming customer contacts

and information across all channels

Understand what customers are saying and deal with what’s important as a priority

Understand the sentiment of what

customers are saying

Understand the meaning and intent of content when it’s

unstructured

Understand hand written documents

and information

Enrich and verify what customers are saying to gain a 360

view

Ensure that exceptions are dealt

with by the right people

Guarantee that rules and procedures are

followed

Respond to customers fast

enough to exceed their expectations

Intergrate with all my line of business

systems

Ensure my systems learn from the actions

and decisions that people make

Ensure that judgements are appropriate and

consistent

Recognise & extract the key data that’s relevant even from

unstructured content

Monitor and measure everything I need to know that matters

Universal hubCapture and normalise inbound data across multiple channels.

With the ease of communication today, customers are interacting more than ever with brands across multiple channels. They expect fast, comprehensive and personalised answers to their queries, first time.

Being able to handle these bi-directional interactions rapidly to create near real-time conversations is crucial to providing high quality customer experience, that will win and retain customer trust and deliver bottom line revenue growth.

In regulated industries and those that face public scrutiny, organisations haveeven greater obligations, with a real threat of financial loss when customercontacts are not handled well or are overlooked amongst the volume of ‘noise’.

With Communisis Ai, organisations have the ability to quickly understand whatcustomers are saying and are able to respond faster and more personally to create value-building engagement.

Cost to serve is more relevant than ever with the growing volume of contacts across telephone, web, email, social media and chat channels. The application of Communisis Ai enables many of these contacts to be streamlined and automated with significant improvements in process efficiency and savings in time and cost.

Crucially, integrating ‘human in the loop’ is an essential part of the process, not only to ensure service quality and compliance, but to learn from human intervention and achieve continuous optimisation.

Intelligent customer engagementEnabling great customer experience across all channels

Universal hubCapture and normalise inbound data across multiple channels.

Accelerate valuePlatform with ready to deploy solutions reduces the time to value

Managed serviceAchieve outcomes without capital expenditure through transaction based service

Visibility & controlMonitor everything you need to know about your processes that matters

Streamline & automate tasksGo beyond RPA rules-based automation to accelerate process time and reduce manual effort

Continuous optimisationMachine learning improves through each transaction and human in the loop intervention to reduce manual effort over time

Secure & resilientEnsure compliance and consistent execution of outcomes even in the most demanding environments over time

Augment human intelligenceThe essential human touch is streamlined to deal with exceptions and complex transactions

Create engagement through conversationsUnderstand the meaning and intent of inbound communications to determine and execute the right outcomes

Why Communisis Ai?

ExamplesOur platform provides an agile digital workforce that not only follows rule-based business processes and interacts with current systems, but can consume and process the unstructured, human generated data that flows in every day.

Our Ai (Augmented Intelligence) approach means that a human in the loop supports the machine learning and provides governance for your highest risk or highest value customer engagements.

Mass transportation company applied Ai to reduce the time and manual effort and

consistency of response in dealing with customer email complaints and enquiries.

Reduction inprocessingtime

Reduction inprocessingtime

Reduction inprocessingtime

Reduction inmanualeffort

ImprovedCustomer experience

ImprovedSupplier relations

ImprovedCustomer experience

Reduction inmanualeffort

Reduction inmanualeffort

95�Tour operator applied Ai to reduce the time, manual effort and errors in dealing with

global tour documents and invoices received by email and post.

86�Logistics company applied Ai to reduce the time, manual effort and errors in dealing

with sales orders received by email and post.

87�

85�

74�

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Realising value, investing with confidenceValue led, step by step approach

Understanding the impact and value of Ai with automation is critical if clients are to realise maximum potential. Many initiatives are started without a strongassessment of the value that can be delivered, and without any prioritisation ofthe opportunities that are available. It’s a gamble that can lead to failure andfinancial disappointment.

Communisis Ai delivers a unified communications platform that accelerates thetime to value through a suite of ready to deploy solutions, services, and expertise for sector-specific challenges across customer service, supply chain and human resources.

Leveraging a portfolio of Communisis and partner ‘best of breed’ technologies to achieve efficiencies that were previously out of reach, organisations canstreamline selected processes with a step by step approach to manage risk,reduce cost and achieve better customer experience.

Our value-led approach ensures that each project achieves its potential. Through a documented process and value discovery, we’ll help discover, visualise and evidence the financial implications and investment returns arising from each implementation, before you invest.

Given the need to stand up to board level scrutiny, each report describes the value potential of the activity in financial terms and includes details such as net present value (NPV), internal rate of return (IRR), cash flow and payback.

With Communisis Ai you can take each step with confidence.

About Communisis Ai

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Founded in 1994, Communisis is a leading customer communications performance partner, and part of the OSG group, delivering highly effective and integrated cus-tomer communications across all direct, digital and social channels. Communisis Ai was born in 2019 from a need to support our strategic clients in their objective to increase customer engagement while decreasing cost to serve.

CommunicationWe design, create and deliver highly effective and integrated customer communications across all direct, digital and social channels

EngagementWe capture, automate and respond to inbound customer activity to create real-time, bi-directional conversations that build engagement and fulfil brand promises

InsightWe analyse and interpret customer activity to uncover actionable insights that can be used to improve customer acquisition or retention and increase lifetime value