Sabio - Detailed Review

Frequently Asked Questions about Sabio

What is Sabio and what services does it offer?

Sabio is a company that specializes in customer experience (CX) transformation using advanced technologies such as AI, Natural Language Processing (NLP), and data analytics. They offer a range of services including contact centre support, AI-powered customer service tools, data-driven decision making, and workforce management optimization.

How does Sabio use AI in customer service?

Sabio leverages AI to resolve straightforward and repetitive customer inquiries over the phone and other channels. Their NLP AI can gather customer intent, account details, and other necessary information before transferring the call to a human agent. This AI also helps in reducing call volumes, improving first call resolution rates, and decreasing the average handling time (AHT) for customer service calls.

What is the role of Sabio’s Conversational AI in customer service?

Sabio’s Conversational AI is used to handle customer inquiries efficiently. It can resolve simple queries on its own and gather all necessary information before transferring the call to a human agent. This AI also helps in reducing the need for human intervention in routine queries, thus freeing up agents to focus on more complex issues.

How does Sabio’s Digital AI impact customer service operations?

Sabio’s Digital AI helps in reducing expensive human service costs by handling demand entirely on its own. It can manage customer interactions through various channels such as voice, email, and chat, gathering data and context before transferring to a human agent. This reduces the Average Handling Time (AHT) and the overall cost to serve customers.

What is Sabio’s Auto-summarisation feature and how does it benefit customer service?

The Auto-summarisation feature uses NLP to summarize agent-customer conversations, reducing the time agents need to spend on post-call processing. This automation can save businesses significant time and money by streamlining the call wrap-up process.

How does Sabio’s Channel Deflection work?

Sabio’s Channel Deflection uses AI to redirect customer inquiries to lower-cost channels such as chat or self-service portals before they reach a human agent. This helps in managing customer queries more efficiently and reducing the load on customer service agents.

What is the impact of Sabio’s First Call Resolution (FCR) Improvement tools?

Sabio’s FCR Improvement tools leverage AI to provide agents with contextual and customer-specific data, enabling them to handle customer inquiries more efficiently. This leads to a decrease in AHT, an improvement in FCR rates, and a reduction in repeat calls, ultimately enhancing customer satisfaction.

How does Sabio’s real-time translation solution work?

Sabio, in partnership with Avaya, offers a real-time translation solution that integrates speech-to-text and text-to-speech AI technology with multiple translation engines. This solution enables contact center agents to converse with customers in over 100 languages, eliminating language barriers and improving global customer service capabilities.

What benefits does Sabio’s real-time translation solution offer to businesses?

The real-time translation solution can reduce customer service costs by up to 65% in some markets. It also allows businesses to recruit agents based on their knowledge rather than their language skills, creating a more scalable and skilled workforce.

How does Sabio’s Agent Wellbeing Companion support workforce management?

Sabio’s Agent Wellbeing Companion captures agent pressures, assesses potential impact, and helps boost agent wellbeing. It provides leadership teams with insights into areas of improvement and offers guidance to agents to manage stress and burnout, ultimately reducing absence rates and improving overall workforce health. If there are any other specific questions or details you need that are not covered here, please let me know, and I will do my best to provide the information.