Automate Customer Identification & Authentication to Reduce Average Handling Time and Improve Customer Satisfaction

Enabling customers to skip right to the service without repeating information.

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33% of customers say they are most frustrated when asked to repeat themselves to multiple support reps.

We live in the age of convenience – where everyone expects faster access to information, services, and more. For contact centers, it is critical to keep up with such expectations as customers don’t hesitate to switch to other service providers for a better experience.

Automating the customer identification & authentication process is one of the ways that helps enhance customer experience by saving them from repeating information to IVRs and contact center agents. From calling a contact center to confirming & authenticating the identity and getting the query resolved – automation can transform this whole process to serve customers better.

Solutions

  • Identify & authenticate with contact center agents: Accelerate customer identification & authentication with next-gen agent desktop integrations
  • Identify & authenticate with chatbots: Automate customer identification & authentication over digital channels with AI-powered chatbots
  • Identify & authenticate with voice, behavior, and profile match: Eliminate the friction of KBA questions and/or OTP prompts by authenticating customers using voice, behavior patterns, ANI, Device, and profile match.

 

Key Highlights

Challenges contact centers face with manual identification & authentication process

The ideal solution to improve customer satisfaction and reduce service costs

How NovelVox automates the process leveraging virtual assistant and unified agent desktop

Enablement of customer identification & authentication over voice and chat

Situation-based authentication to ensure optimum security

Voice-based High and Low authentication scores on agent’s workspace to detect frauds and profile mismatches

Continue conversations with agents over unified agent desktop interface

Reduce Abandon Rate, Improve Average Handline Time, and Enhance CX

Download this Use Case to learn how NovelVox helps automate customer identification & authentication process for enhanced customer experience.

Customer Identification & Authentication

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