ContactEngine, the conversational AI technology used by large corporations to automate customer communications, together with BT’s Enterprise business, has won a gong in the category of ‘Use of Technology’ at the UK Customer Experience Awards 2019.
The award recognises the success of BT’s ‘Brilliant Installations’ initiative, whereby its Enterprise unit implemented ContactEngine conversations across broadband and landline customer services in order to deliver a ‘brilliant customer experience’.
ContactEngine claims to engage customers in intelligently automated conversations using Natural Language Understanding to engage with customers from initial order, through to appointment scheduling, billing and surveying. BT said its key results include:
● 40 percent reduction in customer-driven cancellations
● 50 percent reduction in customer calls related to enquiries
● 85 percent customer engagement rate
● 38 percent improvement in NPS
Dr Nicola Millard, Principal Innovation Partner at BT said: “This is a fantastic example of how innovative technology can be deployed as a win-win for both the customer and the company. Using cutting edge AI to create proactive, intelligent conversations with customers about things they want to know, whilst freeing human agents up to have the really important, value-add interactions”.
Dr Mark K. Smith, Chief Executive Officer of ContactEngine said: “We’re very happy to be recognised for our achievements in partnership with BT Enterprise. BT has long made it a priority to deliver a differentiated experience for both their customers and employees and we’re pleased to be able to deliver that for them while achieving significant business benefits along the way. We look forward to continuing our partnership and achieving more fantastic results .”
