How AI and live agents work together for exceptional CX

ConverseNow is an artificial intelligence (AI) startup automating and personalizing restaurant orders in high-volume voice channels, such as phone. Their digital agent “George” speeds up the ordering process and removes the need for in-store employee to take orders; however, “he” sometimes struggles if there’s too much background noise, customers doesn’t speak clearly or they try to order things that aren’t on the menu.

Challenge

As ConverseNow added new restaurant partners, their in-house customer support team was strained—customer service agent engagement was low and performance was suffering. In this case study, you’ll learn how Ubiquity’s Philippines-based customer experience management team:

  • tackled surging volume
  • smoothed out the customer experience for frustrated customers
  • increased average order value
  • reduced cost-to-revenue

The team at Ubiquity has been extremely diligent in ensuring that agents are trained to work alongside AI Virtual Assistants to drive key business metrics such as increasing sales, boosting average order value and enhancing end customer experience. Ubiquity will continue to be a valuable partner to us for us as we expand our business.

Jason Shepard
Director of Operations, ConverseNow

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