Shared Services Connected Ltd (SSCL) has announced a partnership with PolyAI, as it launches Customer Experience Management, “revolutionising” traditional contact centre services with next-generation AI technology, it claims.
SSCL is a UK-based provider of critical business support services for the largest UK government departments and agencies, including the Ministry of Defence, and police forces.
Customer Experience Management is a new proposition from SSCL, combining its industry expertise in multi-platform contact centres with technology capabilities from parent company Sopra Steria.
SSCL’s customer advisors will be supported by the latest PolyAI digital voice assistants - accessible virtual agents attuned in ensuring vulnerable customers are looked after, for instance, and complex cases are resolved quickly.
The customer experience delivered means the caller can speak naturally, change topics and interrupt, replicating conventional conversations as their issue is resolved.
Marco Ndrecaj, director of SSCL Customer Experience Management, said: "We’re partnering with PolyAI to propel us into the technological future of customer service and experience. This innovative, conversational AI solution seamlessly integrates with our state-of-the-art omnichannel platform, creating a bespoke front-end experience that ensures a smooth user journey. It builds on our industry leading first contact resolution (FCR) rate of 93%, and a customer satisfaction score (CSAT) of 94%."
Nikola Mrkšić, CEO and co-founder of PolyAI, added: “As a Cambridge spin-out headquartered in London, the PolyAI team is thrilled to provide our world-class voice assistants to enable SSCL’s ambitious plan in advancing what’s possible in customer experience. A more accessible government is a more proficient government, which makes for a better served constituency.”
