An autonomous omnichannel contact centre
Agents that listen, resolve and learn across voice, chat and email for customer queries.
A global automotive brandProblem statement
What the client was up against
Owners and prospects contact the brand across voice, chat and email for service, bookings and product questions. Each channel had its own tools and context.
Our approach
How we approached it
- Mapped top contact reasons across markets
- Connected agents to booking and CRM systems
- Rolled out by channel with clear escalation
Solution we created
What we built
An Octimo contact centre layer that resolves customer queries end to end across channels.
Agents in the system
The multi agent team behind it
SourcesCRM, dealer booking systems, telephony
Intent agentUnderstands requests in any channel
Booking agentHandles service appointments
Escalation agentHands over with full context
People decideReview, approve and act
Intent agentUnderstands requests in any channel
Booking agentHandles service appointments
Escalation agentHands over with full context
CRMdealer booking systemstelephony
What it was built to change
The outcome it is designed for
Higher first contact resolution and lower cost per contact.
This is a pilot without published results yet. We show the problem and the build, not numbers we have not measured.
Client names, detailed case studies, demos and references can be shared on request.
Looking for a similar solution?
Tell us your version of this problem. We will walk you through what we built and what a first pilot would look like for you.
