Overview of Sabio Group
Sabio Group is a digital customer experience (CX) transformation specialist that offers a range of innovative solutions designed to enhance and streamline customer interactions across multiple channels. Here’s a detailed look at what Sabio does and its key features and functionality.
Purpose and Scope
Sabio Group focuses on leveraging AI, data, and CRM-driven insights to revolutionize every touchpoint within the customer journey. Their solutions are tailored for organizations handling large volumes of customer queries, aiming to scale efficiently while maintaining high levels of customer service.
Key Products and Features
Sabio Console
- Centralized Platform: Sabio Console is a flagship platform that integrates various customer contact channels such as voice, webchat, SMS, and WhatsApp into leading conversational AI platforms like Google CCAI, ES, and CX.
- Design, Build, Deploy: It allows users to design, build, deploy, and scale complex, automated customer interactions across multiple channels from a single platform.
- Channel and NLP Integration: Seamless integration between customer engagement channels and natural language AI platforms, enabling rich, omni-channel experiences.
- Knowledge Management: Facilitates the creation, organization, and surfacing of documented knowledge at the right time to the right audience, extending Google Dialogflow ES’s intent model.
- Analytics & Insight: Provides extensive Business Intelligence (BI) capabilities powered by Google’s Looker, offering pre-configured dashboards for data collection, interrogation, and analysis.
AI and Automation
- Conversational AI: Utilizes Natural Language Processing (NLP) to resolve straightforward and repetitive customer inquiries over the phone, gathering necessary information before transferring calls to human agents.
- Digital AI: Reduces human service costs by handling customer demands entirely on its own, gathering data and context before transferring to a human agent.
Other Key Solutions
- Softphone: Integrates phone software into existing CRM platforms, enhancing user experience and personalization.
- SuperChannel: Streamlines tasks by eliminating the need to switch between email, voice, and web channels.
- flexAnswer: Helps customers and teams navigate large amounts of information efficiently.
Monitoring and Performance
- Monitoring & Performance: Offers a service suite to identify contact center inefficiencies or potential outages, allowing proactive action.
- Mission Control: Simplifies the management of complex Genesys Engage systems, especially when customer needs change rapidly.
Additional Capabilities
- Workforce Management (WFM) Optimization: Enhances workforce management to improve efficiency and reduce costs.
- Channel Deflection: Deflects customer inquiries to lower-cost channels before redirecting them to agents.
- Auto-summarisation: Automates the agent call wrap-up process using NLP, reducing Average Handling Time (AHT) and operational costs.
Multilingual and Analytics Capabilities
- Multilingual Support: Supports deployment across more than 70 languages, including automatic language detection.
- Analytics Dashboards: Provides comprehensive analytics capabilities with pre-configured dashboards for enhanced visibility and data analysis.
In summary, Sabio Group offers a robust suite of solutions that leverage AI, automation, and data analytics to transform customer experiences. Their platforms, particularly Sabio Console, are designed to simplify the management of customer interactions, scale efficiently, and maintain high levels of customer service.