Intelligent conversations
Seamless, human-like engagements
Conversational artificial intelligence (AI) is the key technology behind chatbots, voicebots, messaging bots, and intelligent interactive voice response (IVR) systems, enabling smooth customer interactions.
It understands customer needs and replies in a natural, engaging way, enhancing human connections and building stronger customer relationships.
With low-code development and generative AI, plus advanced natural language understanding (NLU) and natural language processing (NLP), these tools can be tailored to meet your business goals.
Conversational AI not only automates interactions but also provides round-the-clock support, transforming customer experiences and deepening brand connections.
Enhanced customer engagements
Purpose-driven conversations for enhanced business outcomes
TP Infinity uses the customer interaction management (CIM) approach to optimize customer engagements. This framework ensures each conversational AI solution is strategically and effectively deployed by defining clear purposes and objectives. Key strategies include:
Reducing
- Guide customers to self-service options like FAQs.
- Direct access to the knowledge base (KB).
- Promote mobile apps for convenient support.
Automating
Manage engagements in the same channel without human intervention for seamless service.
Deflecting
Redirect customers to efficient channels, such as messaging over call centers, for better engagement.
Assisting
Equip customer experts with advanced tools to manage and resolve engagements effectively.
This approach enhances customer experiences and drives better business outcomes.
Setting the standard in conversational AI excellence
Certified experts in conversation design and delivery
TP Infinity partners with the Conversation Design Institute (CDI) to implement best practices in conversation design for intelligent virtual assistants (IVAs).
With the largest CDI-certified team in the EMEA region, TP Infinity is dedicated to delivering outstanding conversational experiences. Our conversational AI team specializes in three key areas:
AI trainer
AI trainers transform data into actionable insights, train language models, analyze system performance to drive improvements, and bridge technical gaps between designers and engineers.
Conversation designer
Conversation designers integrate user experience (UX) design with content management, convert knowledge into effective conversational flows, and sequence information optimally for user engagement.
Conversational copywriter
Conversational copywriters create compelling content, focusing on tone, persona, and behavior design, while ensuring content quality as editors-in-chief.
Unlock the potential of generative AI and IVA
Who is the client?
A pioneering fintech company in Saudi Arabia, seeking leadership in digital transformation through self-service automation solutions.
Business challenges
The first-year goals included achieving 780,000 annual interactions via conversational AI, improving conversational intelligence, and enhancing operational efficiency. They also aimed to deploy generative AI and LLM capabilities to boost real-time customer expert productivity.
The solutions
A conversational AI chatbot was implemented across Facebook, Twitter, Instagram, the website, and the mobile app to automate self-service for 45 use cases, 120 FAQs, five topics, complaints, and concierge services. The solution uses NLP to comprehend the Saudi dialect and incorporates outbound IVR campaigns for better customer engagement.
Real results
- Increased containment rate
- Improved customer satisfaction (C-SAT) rates
- Reduced average handling time (AHT)
- Fewer customer expert escalations
These outcomes highlight the success of the solutions in enhancing customer engagement and operational efficiency.
Platinum partnership
Transforming customer engagement with AI-driven solutions
As a global reseller and platinum partner, TP and its digital arm, TP Infinity, leverage the award-winning Kore.ai platform to revolutionize customer engagement with conversational AI solutions.
TP Infinity blends technological innovation with certified expert conversation design to deliver advanced automation and customer-centric dialogue. Supported by customer experience (CX) strategy consultants, it utilizes Kore.ai’s platform for personalized, seamless experiences that boost competitive edge.
The no-code platform powers sophisticated VAs with generative AI and large language models, meeting diverse needs in CX, enterprise automation, and customized user solutions.
Take your business to the next level!
Boost your customer experience and operational efficiency by leveraging our expertise, propriety solutions, and powerful technology partnerships in automation and digital CX.