Products: storm® Machine Agent™
storm® Machine Agent™ provides your contact center with an always-on, AI-powered workforce that delivers cutting-edge intelligent automation and conversational customer service across all channels, including voice, web chat, and social media.
Available 24/7, Machine Agent automates both simple and complex inquiries, providing instant answers for customers, while your agents focus on higher value tasks.
Leveraging conversational AI, Machine Agents handle customer interactions like a human would. Reliably process text and speech with Natural Language Processing (NLP) and route interactions by intent to maintain CX quality, and increase customer satisfaction.
One government agency received 1.2 million individual chats via their website within 5 months of deploying storm Machine Agent. For their busiest chatbot, 70% of those chats did not require an agent, allowing agents to focus on more valuable interactions.
A major government organization uses storm Machine Agent to automate voice contacts. With 100% of calls analyzed by NLP, 90% of a specific inquiry type could be fully automated.
storm Machine Agent allows NHS 111 to meet huge surges in demand. By allowing NHS 111 to divert less urgent cases to services local to the caller, storm Machine Agent frees them up to prioritize more vulnerable patients.
King’s College London used storm Machine Agent to meet soaring demand in exam season. Inquiries were automatically routed to the correct service, reducing unanswered calls to less than 0.7%.
Enhance, don’t replace
Simple inquiries waste agent time. Free agents from repetitive tasks with storm Machine Agent, routing customers to the best available agent if necessary. Let agents focus their skills on the most crucial inquiries, boosting both customer and agent experience. storm Machine Agent works with your agents to create the best customer experience. Deployed alongside agents as an assistant, storm Machine Agent helps agents take the next best action for a query, cutting response times.
Customers expect quality service, always. At peak times, storm Machine Agent gives instant answers, drawing on all integrated data sources to deliver personalization, while preserving a human touch. Easily scale to meet demand with reliable self-service over any channel.
Powerful AI capabilities
Automation should not cost quality. Implement intent-based routing and cutting-edge conversational AI capabilities using technologies such as NLP and machine learning, leveraged from best-in-class AI providers. storm Machine Agent understands language as a human would, and improves its responses with experience. Through text or speech, Machine Agents interact with customers like a human would.
Quality and compliance
Move beyond random sampling. storm Machine Agent reviews the quality of every inquiry and ensures that every interaction meets regulator standards, across every channel. Powerful AI-backed quality monitoring allows you to cut through the noise, using automated speech-to-text transcription, keyword and sentiment analysis to flag at-risk recordings, focusing your quality and compliance teams on areas that truly need human attention.
An image can give quick insights into customer concerns. With storm Machine Agent, you can reliably identify image content. Customers can then be routed to self-service or the best available agent. Make image-based interactions a central part of your contact center.
Project Manager at King’s College London
“In 2014, storm helped us to better meet this challenge. Its effectively unlimited capacity for contact handling, with vast numbers of simultaneous inquiries queued in the cloud, enabled us to automatically scale up our contact centre’s capacity and address the excess traffic.”
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