With their call center swiftly expanding, they required a more efficient workflow management model. Interaktive looked for a solution that included bots and AI-powered virtual assistants to enable agents to conduct necessary calls and send real-time personalized emails and text messages through their social messaging application.
Interaktive faced challenges deploying bots in the past because it involved traditional coding with extended development and maintenance time. Recognizing the need for a solution that streamlined development and allowed for a more flexible and efficient model to grow with their business, Interaktive turned to Vonage AI Studio. Vonage AI Studio helps businesses elevate customer engagement through personalized and automated interactions across channels such as voice, SMS, and messaging apps.
Streamlining Solutions, Enhancing Customer Experience
“At Interaktive, low-code/no-code solutions like Vonage AI Studio have enabled us to create bots to manage interactions with our customers on social messaging platforms, using a simple visual development approach instead of a more complex route that can require thousands of lines of code,” said Ernesto Orozco, CEO, Interaktive. “AI Studio gives us the flexibility to integrate third-party applications and the ease of integrating small pieces of code along the way.”
Orozco continued, “Through the bots developed in AI Studio, we interact with databases from different systems through webhooks that we build, which allow us to send and receive information necessary to improve the customer experience for our enterprise clients.”
With operations in Mexico City, Guadalajara, and Leon Guanajuato, Orozco sought a tool that could significantly reduce resolution time with customers and reduce the time to deploy the solution overall. “With Vonage AI Studio, onboarding was simple. Our team did not need a lot of training and could follow the online documentation to experiment and scale up the conversation flow design, decreasing time to market and reducing costs.”
Expanding options and enhancing customer experience
Interaktive leveraged the low-code/no-code components of Vonage AI Studio to establish a user-friendly interface, enabling every team member to effortlessly craft valuable apps and bots that contribute to enhancing customer engagement.
“Vonage AI Studio enabled us to integrate third-party APIs that allow us to obtain data from the images that our customers collect through their bots,” said Orozco. “This has even allowed the bots to already have a little more intelligence, providing documents that include valuable information such as purchase totals and products purchased, helping to strengthen our processes and solve integration and growth needs of our clients more quickly and efficiently.”
Better options mean better results
“We had been developing bots through code and various applications,” continued Orozco. “With all the maintenance problems that this entails, such as long development and maintenance times, we were looking for a tool that would allow us to reduce these times while providing us with a much more efficient model of managing workflows.”
“Vonage AI Studio has enabled us to reduce our development time by more than 50%. It is a very simple tool to adopt, but enables every team member to effortlessly craft valuable apps and bots to enhance our overall customer experience. In fact, it has become a differentiator for us at the time of sale as we always recommend it to our clients, positioning it as a tool that can provide them with an important jump in their current business processes.”
Learn more about how Vonage AI Studio can help you build more intelligent connections, communications, and engagements with your customers and employees.