Login to Network
Victoria, Australia, Sept, 2019 -- Deakin University’s digital concierge, Genie, has been put through its paces since launching in 2018, handling over 12,000 conversations in a single day - an important stress test as the uni begins to spin out the tool.
Genie has been in the works for since 2015 and was first publicly launched last year as a means to give students personalised, relevant information in an instant and anticipate their future needs.
The in-house built bot does so through integration with a raft of systems at Deakin, including the learning management system, digital library, and IBM Watson-based support systems, all underpinned by artificial intelligence and predictive analytics.
More than 25,000 students have downloaded the app since it first launched, and has proven especially popular with new students ahead of big milestones, Deakin’s chief digital officer William Confalonieri said.
Students have taken advantage of Genie’s round-the-clock availability, unlike the university’s contact centre operators, to pose a "multitude of questions", at times initiating 12,000 conversations a day.
"The top 10 conversations were oriented around first-year student queries so things like timetables, assignments and unit resources are the most common topics for conversation," Confalonieri said.
Top 10 Genie requests from January to April 2019:
Show my assignments
Show my timetable
Find unit resources
Latest news in my units
What are the trimester dates
What’s my DeakinCard balance?
Campus map or directions
What do I have on next?
Show me jobs
What do I have on loan?
However, he noted that the app has the capacity to deal with a more diverse range of inquiries to enhance the student experience - a trait which should also relate to broader consumer markets as the university looks to export the bot.
"Genie can answer questions such as where’s the prayer room, where’s the campus doctor, or where can I find the bicycle storage?
"The conversation process with Genie is a personal experience, Genie knows who the student is and adjusts its answers accordingly. It’s far more personal than other digital FAQ based assistant products on the market."
Allianz Australia is the first commercial partner to trial the app, exploiting the platform’s ability to plug into a wide variety of business process management systems to pilot a version to help injured workers navigate the complicated workers compensation process.
"I'm confident that this is merely the tip of Genie’s potential in the digital concierge space," Confalonieri added.
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itnews.com.au
Published: Thursday, September 12, 2019
| 5.) |  CList for Outbound Campaigns Management CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t... (read more) PH: +302109241486     |
| 6.) |  Consilium UniCampaign™ Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des... (read more) PH: (+61) 406 501 368 |
| 8.) |  Genesys PureConnect Genesys PureEngage Tegsoft |
| 15.) |  InterDialog UCCS The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time. The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t... (read more) |
| 16.) |  Custom Outsourced Solutions Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.  |
| 17.) |  Voiptime Contact Center Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to: - Automate lead prospecting and have 4x more live conversations daily; - Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer; - Smooth out the peaks of calls by... (read more) PH: 1-720-362-5005 |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall