Question: Is there a customer service platform that uses AI to measure and improve automated resolution rates, and provides coaching to ensure the AI stays on brand?

If you're looking for a customer service platform that uses AI to automate resolution rates and coach agents to ensure brand consistency, Ada is a top option. Ada is an AI-powered customer service automation platform that replaces traditional scripted chatbots by combining with existing knowledge bases to offer personalized answers. The platform supports more than 50 languages and offers voice and email automation, AI coaching, and multichannel support, and has shown strong results, including a 2x increase in automated resolution rate and $2.7 million in annual cost savings.

Another top platform is ASAPP, which combines automation with human interaction intelligence to boost agent productivity and customer satisfaction. It offers features like real-time guidance, automation and interaction data analysis, which have resulted in notable improvements in CSAT, throughput and NPS scores. ASAPP is designed to ensure regulatory compliance and can be deployed flexibly, so it can meet the needs of any contact center.

PolyAI also offers a powerful customer service platform with sophisticated voice AI to handle complex issues and minimize wait times. The platform can handle multilanguage calls, improve operational efficiency and integrate with existing tech stacks. PolyAI offers actionable insights and 24/7 support, and is a good option for companies looking to improve their customer experience and operational excellence.

For a platform that specializes in automating mundane tasks and optimizing workflows, Forethought offers a variety of tools including Solve for automated responses, Triage for intent assessment, Assist for agent efficiency, and Discover for workflow optimization. Forethought integrates with popular helpdesks and promises strong returns on investment, and is a good option for e-commerce, SaaS and FinTech companies.