CXCortex is an AI customer service platform that is able to perform customer service autonomously using AI, through several channels such as email, chat and phone calls. The service agent uses conversational AI, a knowledge base and function calling tools to fulfil a range of tasks in customer service, support and employee productivity. CXCortex is suitable for any organisation or communications channel and can be brought up to speed surprisingly quickly due to the lack of complexity associated with training it.
What can a AI customer service agent do for my organisation?
The main use cases for CXCortex customer service agents in businesses are as follows:
- Providing your customers with 24/7 service on web sites.
- Real time display of customer experience insights across email, chat & voice.
- Improving the response times and effectiveness of your email service by generating quick, accurate responses.
- Automated quality control of all customer interactions including telephone calls.
- Automated telephone customer service for inbound & dialler campaigns.
- Technical support within ticketing systems.
- Email marketing campaign response triage and alerting.
- Staff training and behaviour management.
- Crews or teams of AI agents can handle complex compliance, analytics and technical tasks.
Support your customers through their preferred communications channel.
CXCortex AI agents are not limited to a single mode of communication. Whether it's email, chat or telephone call, they can handle inquiries across various channels, providing a consistent and unified customer experience. For example, Email can be transformed into a useful, chat-like service with accurate responses being sent in a timely manner. Instead of bottlenecks causing huge delays, customers receive exactly what they are requesting in the majority of cases, within a few minutes. This level of service is easily applicable to any communications channel. AI customer service agents can also handle multiple queries simultaneously and switch between topics seamlessly, a feature typically beyond the capabilities of traditional chatbots.
Lifelike Conversations
Gone are the days of robotic responses. CXCortex AI agents are more lifelike and better at conversations, making interactions more pleasant and human-like for customers. Most people have interacted with ChatGPT in 2024 and will confirm that one of the appealing aspects is its human-like mannerisms albeit they do tend to avoid slang, profanities, emojis etc and are more articulate generally. AI customer service agents are better at understanding the context of a conversation, allowing for more coherent and relevant responses.
Traditional chatbots often struggle with context, leading to less accurate or irrelevant replies. The customer will tend to be more patient and less prone to selecting agent handoff options if the conversation is similar to a human to human one. Furthermore, many modern AI agents are designed to recognise and respond to emotional cues in text, which helps in providing more empathetic responses. Classic chatbots lack this emotional intelligence and are unable to adjust their responses based on the customer's mood.
Trustworthy and reliable with enhanced accuracy and intent matching
CXCortex AI agents excel in understanding and matching customer intents, thanks to their advanced natural language processing capabilities. This leads to more accurate responses and a higher resolution rate at the first point of contact. First generation chatbots such as Google Dialogflow, Amazon Lex and IBM Watson all worked by matching an intent phrase to a pre-loaded list. The accuracy depended on the phrase matching and it was prone to error and returning a default answer such as "I'm sorry could you re-phrase your question". AI customer service agents work in an entirely different way, they are very similar to ChatGPT but can answer specific questions about your products and services and perform tasks specific to your customer service objectives.
Code-free agent training
One of the biggest advantages of the CXCortex AI customer service agent compared with classic chatbots is that its is very easy to get started. The agents can be integrated with existing customer service systems using various data sources such as PDF documents, web pages and customer service datasets. This flexibility ensures a smooth transition and minimal disruption to your current operations.
Setting up a 'brain' for your AI customer service agent is as simple as uploading documents, manuals, product literature, terms and conditions, historical customer interactions and prescribed 'Q&A' pairs. Maintenance of the AI customer service agent's 'brain' is as easy as updating the documents and datasets on which it learns. The updates don't need to be written in a special way, just think of an FAQ section on a web site, this is the basis for 'Q&A' pairs which are readily ingested and form accurate, consistent answers.
Ensure your PII data privacy obligations are met.
CXCortex AI customer service agents are designed with robust mechanisms to protect Personally Identifiable Information (PII). This not only ensures compliance with data protection regulations but also builds trust with your customers. They have a much more sophisticated understanding of language, enabling them to recognise and appropriately handle sensitive information. They are more adept at identifying when a user might inadvertently share PII and can be programmed to respond in a way that discourages or prevents the sharing of such data
Private AI models:
There are now proprietary and open source language models available that Hostcomm has tested including Azure GPT4, Mistral, LLama2/3 which can be installed on a private GPU server. This means your data cannot be shared or viewed and the server can be firewalled. Many proprietary LLM providers state that they will not share your data however you have no way to check this or enforce it outside of your local justice system.
Regular Updates and Learning:
They are regularly updated with new data and improved algorithms, which can include enhanced features for identifying and protecting PII. This continuous learning allows them to stay ahead of emerging threats and vulnerabilities.
Customisable Data Policies:
They can be configured to adhere to specific data protection policies, ensuring compliance with various regulations like GDPR, HIPAA, etc. This level of customisation is often not available with classic chatbots.
Anonymisation and Data Masking:
Advanced AI models can be equipped with mechanisms to automatically redact or mask PII from conversations. This reduces the risk of accidental data exposure.
No default Long-Term Memory:
They do not retain information from one interaction to the next, meaning they don't store personal data over time. This is a significant advantage over some classic chatbots that may store conversation histories, which could include PII. Storing interactions can be configured and is optional in some cases such as with ChatGPT.
Continuous Learning and Improvement
Large language models can be configured to automatically learn storing historical interactions and then referring to them for future responses. By analysing historical responses and customer interactions, they continuously improve, leading to more effective and efficient customer service over time. This is due to the improvements in LLMs and language chains that can efficiently ingest data and quickly reconfigure when new data is added, without any coding being required. In thoughtfully executed setups, the AI customer service assistant undergoes a training phase. During this period, agents cherry-pick the most effective responses generated by the AI. This selection process feeds into the AI’s learning mechanism, thereby enhancing the precision and relevance of its future responses. In contrast, traditional chatbots lack this self-improvement feature and operate strictly within their initial programming.
FAQ Section
- How quickly can CXCortex AI customer service agents be implemented?
- Implementation time can vary but is generally swift due to their ease of integration with existing systems. An agent can be put to work on a web site the same day, assuming your product and service documentation is ready for upload.
- Are CXCortex AI agents capable of handling complex queries?
- Yes, they are designed to handle a range of queries, from simple FAQs to more complex issues.
- How does the AI ensure data privacy and security?
- CXCortex AI agents are equipped with advanced security protocols and comply with international data protection regulations, it complies with UK GDPR and EU GDPR. You can also opt for a private language model.
- Can the AI service agent handle multiple languages?
- Yes, AI agents are equipped with multilingual capabilities.
- Is human intervention still necessary with AI agents?
- While AI greatly reduces the need for human intervention, complex issues may still require human assistance and so typically the agent is instructed not to attempt to answer them, it can instead raise a ticket or automatic callback.
- How do AI agents learn and improve over time?
- They analyse past interactions and responses, constantly refining their algorithms for better performance. The agent operator can also help this process by keeping its knowledge base up to date.
- Can AI agents be customised to fit our brand's tone and style?
- Absolutely, customisation options allow AI agents to align with your brand's unique voice and style.
- How does the AI handle multiple inquiries simultaneously?
- AI agents are designed to handle high volumes of inquiries efficiently, without compromising on quality.
- Are there any industries where AI customer service is particularly effective?
- AI customer service is versatile and can be beneficial to all businesses especially ones where resource is scarce, interactions are high or cost reduction is a priority.
- What are the cost implications of implementing AI customer service agents?
- There is a variable set up cost depending on the function calling (task completion) required the monthly costs are around £30-50 per agent. There are also some metered costs for interactions, which vary based on the LLM used.
In conclusion, AI customer service agents are not just a futuristic concept but a practical, efficient solution available today. By embracing this technology, customer service managers can significantly reduce queues and bottlenecks, paving the way for a more streamlined, effective, and customer-centric service approach.
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