Simplr, the leading platform built to exceed NOW customers’ expectations, today announced the general availability of the EngageNow Suite, a solution that combines chatbot technology and human agents through an AI-powered platform to create a… Deliver higher quality and more agile customer experiences than legacy BPOs.
With origins in the early days of call center offshoring in the 1990s, many customer service BPOs have failed to effectively modernize. The industry has notoriously struggled to move workers out of traditional call center environments during COVID-19, and the rapid shift from phone to digital caused by the pandemic has exposed major shortcomings in BPOs’ ability to innovate and be equipped with the necessary technological skills. A recent McKinsey analysis found that only a quarter of business process outsourcing deals included digital components.
With the launch of the EngageNow Suite, Simplr is positioned to be the technology disruptor in the BPO market, helping transform CX organizations into highly cost-effective, revenue-generating programs that consistently exceed client expectations. By offering chatbots and human agents within an integrated, AI-enabled platform, Simplr customers can ensure that every customer query is automatically routed to the channel that most efficiently and effectively resolves the issue at hand, enabling greater customer retention and loyalty . Leveraging advanced intent recognition and machine learning, the Simplr platform automatically directs either the bot or human agent to respond to the customer with empathy, accuracy, and precision. Examples include requests to facilitate a better personal relationship or to identify upselling and cross-selling opportunities based on the customer’s profile and the context of the interaction.
“Any CX leader who understands the mindset of today’s consumers also understands that the CX status quo — investing in outdated and costly BPO services patched together with chatbots that do little but frustrate customers — is a recipe for disaster,” said Amit Sood, Simplr’s chief product officer. “We introduced the EngageNow Suite to disrupt the status quo by utilizing the best parts of true human assistance and automation while eliminating the downsides of both.”
“Being able to maintain both the speed and quality of customer service interactions is key to driving CX programs that turn customers into advocates,” said John Thrailkill, SVP of Customer Experience at Solo Stove. “With its integrated bot and human platform, Simplr has been an incredible partner in helping us delight our customers day after day, even as the brand continues to grow.”
The EngageNow Suite consists of two integrated components: the Simplr Chatbot and Simplr’s Human Cloud Network of customer service specialists. The chatbot learns from human agent interactions over time, increasing the number of queries that can be resolved through automation, thus reducing overall costs. In addition, the platform is self-optimizing, leveraging data such as customer effort score, intent and urgency detection, and customer purchase likelihood to improve routing processes and recommended responses for customers. Additionally, Simplr is a fully managed service, which means that the Simplr team of conversational UX designers and data scientists create fully bespoke experiences tailored to the needs of each client’s unique customer group. Without the need to invest in their own internal resources, Simplr customers see an average savings of 42% compared to what they spend on their current bots/BPOs.
“Understanding which customer interactions are better handled by humans than automation and vice versa, and then implementing efficient processes based on those insights has been one of the biggest challenges in CX programs in recent years,” said Hayley Sutherland, Research Manager , Conversational AI & Intelligent Knowledge Discovery at IDC. “Technology solutions that can complement outsourced customer service with conversational AI and automation offer a new way forward for CX leaders looking to optimize their customer service and overall CX.”