Purple Forge offers an advanced Artificial Intelligence Self-Service solution, called CORI.
CORI allows customers to gain access to information and services using natural language questions through a wide range of channels, including: Web, Mobile Web, Apple Watch, Mobile App, Voice and SMS.
CORI responds to common or general questions such as who, what, where, when, and how and learns based on customer interactions and feedback.
|SERVICE DELIVERY COST SAVINGS||Reducing labor costs by automatic servicing in digital channel
Capacity augmentation – do more with less
Reduced training costs by capturing institutional knowledge – agent skill augmentation
Improved first call resolution and reduced call handle time
Cloud based service delivery for easy implementation and reduced costs
|CUSTOMER EXPERIENCE IMPROVEMENT||Natural language interaction to receive instant answers
Removes technology barriers – transforms from searching to finding
24/7, anywhere, any device access
|INSIGHTS INTO CUSTOMER NEEDS||Insight into usage and customer needs through their interactions with the system
Shorten time between discovered issue and published solution
Allows data driven resource and policy decisions based live and historical data
CORI easily integrates with existing or new websites or mobile assets. CORI is easily administered via a web portal. CORI provides a public-facing interface focused on helping solve customer needs in the digital channel. CORI also provides as an internal-facing customer agent facing interface which supports first call resolution.
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