#contactcenterworld, @pypestream
New York, NY, USA, March, 2021 -- Consumers have gone "all-digital" at an accelerated pace. They communicate through text, buy products in apps, and manage their accounts online. Entire industries are transforming how they engage with customers for this very reason, and brands are racing towards digital automation to meet these on-demand customer needs. Pypestream is launching its new Customer Engagement Center (CEC), built on Amazon Web Services (AWS).
Powered by conversational artificial intelligence (AI) technology, the CEC is a cloud-based solution that is designed to help customers to interact directly with brands on any device, at any time.
Global spending on customer experience (CX) technology is forecast to increase to over $640 billion by 2022. Pypestream is driving digital transformation of CX with technologies like natural language processing and speech to text to enable customers to engage with brands directly via the same digital channels they use daily to communicate with friends and family.
Sling TV is delivering live TV streaming to customers across the nation. "By implementing Pypestream, we have been able to support our customers at any time of the day. Pypestream has helped us improve the customer experience for all types of engagements with our customers, from service to retention," said Seth Van Sickel, VP of Operations, Sling Television.
Royal Caribbean is known for driving innovation at sea and has continuously redefined vacationing. "Pypestream turned us into an always-on brand," said Juan Silva, Associate VP, Product Digital Sales, Royal Caribbean. No matter the contact volume of the time of day, we’re available to provide service via messaging. The transformative approach has changed the game for our business and travel partners."
TriWest, a third-party administrator for the U.S. Department of Veterans Affairs (VA), utilizes a network of community providers to provide health care to Veterans in their local community. "We serve over a million phone calls a month. The ability to automate that is a pretty remarkable concept," said David McIntyre, President and CEO, TriWest.
"We are seeing a major shift away from the traditional call center, and our AI technologies help to deflect over 80% of customers away from unnecessary service calls," said Richard Smullen, CEO, and Founder, Pypestream. "Today’s millennial and Gen Z consumers avoid businesses they have to call because they find them time-consuming, outdated, and irrelevant. They expect a fully automated, seamless, and in-brand experience personalized to their needs. Uber and Netflix set the tone for this and now every brand needs to deliver immersive and automated customer service."
#contactcenterworld, @pypestream
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About Pypestream:
Pypestream brings the on-demand economy to enterprises everywhere. Pypestream’s Customer Engagement Solution enables businesses to connect with customers using the power of smart messaging, driving satisfaction and loyalty. The patented, secure and compliant platform combines pragmatic AI and chatbots to enable transactions over messaging. Pypestream is headquartered in NYC with offices in San Francisco, Dublin and Johannesburg.
Published: Monday, March 8, 2021
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