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News : Blue Diamond Growers Go Live with Conversational Online Self-Service Using Astute Bot

#contactcenterworld

Columbus, OH, USA, Oct, 2018 -- Blue Diamond Growers recently launched a new customer self-service chatbot on its website using AI-driven virtual agent technology from Astute. In its first month, the new Blue Diamond bot has assisted consumers in finding answers to questions about products, coupons, recipes and more. In addition to giving consumers the ability to self-serve, the bot deflects high-volume, repetitive questions away from the contact center and enables agents to focus on engaging with customers.

Blue Diamond's consumer advocate group receives a high volume of contacts each month related to simple questions about coupons, product flavors, allergies, ingredients, and recipes. Lisa Diehl, Blue Diamond's Consumer Advocacy Manager, saw an opportunity to provide a quicker, easier way for consumers to get answers to their questions. "Using the bot simplifies the customer journey because it enables our consumers to find answers without needing to pick up the phone," said Diehl.

Astute Bot is a conversational self-service interface driven by natural language processing and narrow AI. It allows consumers to have conversations with brands to complete a variety of interactions across many devices and channels, including web chat, messaging apps, and voice-based virtual assistants.

"We're pleased with the chatbot's progress during its first month, and look forward to seeing it continue to improve the customer journey," Diehl said. "Astute Bot is a great solution for companies that want to leverage what artificial intelligence can do, even if they're just at the beginning of their AI journey."

"There's nothing better than seeing our customers succeed," said Ray Carey, Astute CEO. "Blue Diamond provides a textbook example of how to successfully augment their current processes with always-on, always available digital service. We're confident their approach will ensure their continued success."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Blue Diamond Growers:
Blue Diamond Growers, a grower-owned cooperative representing over 3,000 of California’s almond growers, is the world’s leading almond marketer and processor. Established in 1910, it created the California almond industry and opened world markets for almonds. Blue Diamond is dedicated to delivering the benefits of almonds around the world and does so by providing high-quality almonds, almond ingredients and branded products. Headquartered in Sacramento, the company employs more than 1,500 people throughout its processing plants, receiving stations and gift shops.
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Today's Tip of the Day - Incentives

Read today's tip or listen to it on podcast.

Published: Friday, October 19, 2018

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2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445
 

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