Since launching our intelligent automation solutions last year, Directly has helped leading brands automate their support in digital messaging channels, reducing customer contacts by 80% while boosting CSAT by up to 20%.
Our expert intelligence platform helps businesses automate the influx of customer questions across digital channels with automatic answers, expert answers, and managed virtual agents. We’re automatically answering informational questions and troubleshooting customer issues, all powered by a company’s network of trusted subject-matter experts.
But that’s just the beginning. With our recent acquisition of conversational AI startup Kylie.ai, I’m thrilled to share that Directly will soon be implementing cutting-edge technical enhancements that will take our solutions to the next level.
New Transactional Capabilities
Founded in 2014, Kylie.ai offers enterprise-grade conversational AI that lets businesses automate customer conversations while also ensuring back-end processes are executed seamlessly and completely. The company has developed an innovative approach to dialogue systems that allows its AI to tackle remarkably complex customer interactions while automating agent workflows behind the scenes.
Prior to its acquisition, Kylie.ai was able to help clients reduce live chat volume by as much as 50 percent, and phone volume by as much as 70 percent.
With Kylie.ai’s powerful conversational AI integrated into our platform, we will be able to perform a broader set of tasks, offering customers the ability to intelligently trigger an action from an internal system. This will enable us to automatically resolve interactions that would typically require agent intervention.
These capabilities will enable customers to automate use cases such as processing refunds, returns, cancellations, and order tracking, while sparing in-house agents from many of the mundane and time-intensive tasks in their day-to-day duties.
We couldn’t be more excited to be bringing the Kylie.ai team aboard to help deliver the future of customer engagement. The possibilities are truly endless.
Kylie.ai’s one-of-a-kind solution will be fully-integrated into the Directly platform and made available to our customers beginning in Spring 2020.
Contact us to learn more here.
Mike de la Cruz is the Chief Business Officer at Directly.