News : Inference Solutions Partners with Pizza Hut Australia to Answer Calls with Chatbots
San Francisco, CA, USA, July 10, 2019 -- San Francisco-based Inference Solutions, which develops virtual agents for sales and service organizations, announced that it has partnered with Pizza Hut Australia to deploy a call-steering solution to the pizza chain’s support line. Now, customers who dial in will have their call intelligently routed to either a contact center representative or a nearby Pizza Hut store location.
When customers call Pizza Hut Australia’s national number, they’re presented with the choice of requesting a pickup, placing a delivery order, or asking a question. Inference Solutions’ system then collects the caller’s address to connect them with the nearest restaurant or provide other details.
"The ability to easily add new areas of automation will enable Pizza Hut Australia to continue to improve customer experience while reducing their cost-to-service," said Inference Solutions CEO Callan Schebella.
The collaboration comes as chatbot usage is enjoying an uptick worldwide, and with good reason — according to Juniper Research, conversational assistants will drive cost savings of over $8 billion annually by 2022 (up from $20 million in 2017). In fact, chatbots are expected to power 85% of all customer service interactions by the year 2020. And 42% of consumers, 53% of millennials, and 72% of business executives already use them on the regular.
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"With such a massive call volume, even the smallest inefficiencies are greatly magnified, negatively impacting our business, and that of our franchisees," said Pizza Hut Australia director of technology Patrick Branley.
Coinciding with today’s announcement, Inference Solution previewed a few new capabilities in the forthcoming version of its Studio platform. Perhaps chief among them is WhatsApp integration: Studio 6.2 will enable the company’s virtual agents to reach the Facebook-owned messaging app’s users.
"Each iteration of the Studio platform opens new engagement paths for companies to connect with their customers, and Studio 6.2 will make it possible for businesses to use WhatsApp to not only provide customer service, but also to deploy new and innovative marketing campaigns," said Schebella.
"Inference Studio is an attractive solution for many of our customers because it enables them to build and deploy advanced self-service applications without a team of developers. It also enables them to build new functionality using a visual drag-and-drop interface," said Schebella. "Those applications are delivered on-net through telecommunications service providers, making deployment easier and further reducing costs."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Don't Assume Your Forecasting System Always Knows Best!
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About Inference Solutions:
Inference is a global leader in the design and development of sophisticated cloud-based call automation and IVR solutions. From an easy to use, browser-driven interface, Inference is able to deliver solutions from simple inbound IVR services to complex pre-routing and outbound services using speech recognition and text-to-speech to service providers and their customers. The result is self-service, cost-effective applications that complement and enhance the Unified Communications and Call Centre offering.
About Pizza Hut:
Pizza Hut Pakistan The first Pizza Hut restaurant in Pakistan was opened in December 1993 and took the culinary scene by surprise. From that time onwards, the brand has contributed heavily towards the development of the society as a whole. It is responsible for creating job opportunities for the youth of the country both directly as well as indirectly. Furthermore, Pizza Hut, during the course of its existence has gradually aided in the development of various local suppliers who as a requirement have to supply foodstuff equivalent in quality to the international food standards. In this regard our restaurant chain has proved to be a major contributor towards the progress of the Pakistani food industry as a whole by bringing it to a point where they can now look forward to supplying their items to other chains as well as the international market.
Published: Friday, July 12, 2019
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