Product Overview of Sabio
Sabio is a global digital customer experience (CX) transformation specialist that leverages advanced technologies such as AI, data analytics, and CRM to revolutionize customer interactions. Here’s a detailed look at what Sabio does and its key features and functionality.
What Sabio Does
Sabio is designed to enhance and streamline customer experiences across various touchpoints. The company focuses on integrating multiple customer contact channels with cutting-edge AI and data-driven insights to improve customer satisfaction, reduce operational costs, and optimize customer service operations.
Key Features and Functionality
AI-Powered Solutions
- Conversational AI: Sabio uses Natural Language Processing (NLP) to resolve straightforward and repetitive customer inquiries over the phone, webchat, SMS, and WhatsApp. This AI capability gathers necessary information before transferring calls to human agents, enhancing first call resolution and reducing average handling time.
- Digital AI: This feature helps reduce human service costs by handling customer demands entirely through AI, gathering data and context before transferring to a human agent if necessary.
Sabio Console
- Integrated Customer Channels: Sabio Console integrates voice, webchat, SMS, and WhatsApp into leading conversational AI platforms like Google CCAI, ES, and CX. This allows organizations to design, build, deploy, and scale complex automated customer interactions across multiple channels from a single platform.
- Channel and NLP Integration: The platform offers flexible integration between common customer engagement channels and natural language AI platforms, enabling rich, omni-channel experiences.
- Knowledge Management: Sabio Console includes tools for creating, organizing, and surfacing documented knowledge at the right time to the right audience, extending Google Dialogflow ES’s intent model.
- Analytics & Insight: The platform provides extensive Business Intelligence (BI) capabilities powered by Google’s Looker, offering pre-configured dashboards for analyzing data from automated customer conversations.
Automation and Efficiency
- Auto-summarisation: Sabio’s AI orchestration engine automates the agent call wrap-up process using NLP, reducing the time agents spend on post-contact processing and potentially saving businesses millions.
- Channel Deflection: The platform deflects customer inquiries to lower-cost channels before redirecting them to an agent, improving service efficiency.
Workforce Management and Optimization
- Workforce Management (WFM) Optimisation: Sabio offers tools to optimize workforce management, helping organizations manage their contact center staff more effectively and reduce operational costs.
Multilingual and Customization Capabilities
- Multilingual Support: Sabio Console supports deployment across more than 70 languages, including automatic language detection, making it a versatile solution for global organizations.
- Customization: The platform provides a comfortable authoring experience and a comprehensive API for customization, allowing users to build complex use-cases as they scale up.
Integration with Leading Technologies
- Sabio collaborates with world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio, and Verint to optimize customer journeys across multiple contact channels.
In summary, Sabio offers a comprehensive suite of AI-powered and data-driven solutions designed to enhance customer experiences, streamline operations, and reduce costs for organizations handling large volumes of customer queries. Its integrated platform, Sabio Console, is a key tool in achieving these goals by simplifying the management of customer interactions across multiple channels.