CrowdCare to Deploy AI Virtual Agent in Facebook Messenger for Tier-One North American Carrier
CrowdCare is set to turn on Wysdom in Facebook Messenger for a tier-one North American communications and media giant. The virtual agent is powered by artificial intelligence and can provide quick, accurate responses to more than 100,000 actual subscriber questions.
Toronto, ON – April 17, 2017 – CrowdCare Corporation, provider of the world’s most advanced cognitive digital care solution for the enterprise, proudly announces that a tier-one North American carrier is ready to turn on Wysdom in Facebook Messenger to provide automated answers to subscriber questions. The communications and media giant is committed to using Wysdom as a single engine that quickly delivers the right answers and ensures consistency across all digital channels. Powered by artificial intelligence, the virtual agent has been deployed by the carrier in other digital channels for several years and has learned the answers to more than 100,000 actual subscriber questions. This deployment will continue to train the single Wysdom database, learning from customer conversations in Facebook Messenger and applying that knowledge across any current or future digital care channel.
“According to our customers, subscribers are turning to Facebook Messenger as a preferred way to reach out when they have questions, need support or want to purchase additional products and services,” said Ian Collins, co-founder and CEO of CrowdCare. “Facebook is arguably the most popular social media platform in North America, so it is vital that carriers ensure a high level of service through Messenger as it continues to skyrocket in popularity as a customer care channel. Wysdom can be quickly launched into new digital channels to delight subscribers and create customer care efficiencies.”
Wysdom is trained using natural language processing and machine learning so carriers can continue to better understand their customers. By adding context as it reviews thousands of data points, it provides a personalized and accurate response instead of a list of potential answers for subscribers to review. As a result, consumers can confidently reach out at any time using any device and there is often no need to contact a live agent for help.
“After training Wysdom for many years, it has an incredible capability to determine exactly what a customer wants and needs. It is without doubt the market’s most mature and comprehensive Facebook virtual agent released for the enterprise to date,” adds Collins. “Wysdom can provide the best subscriber experience right out of the gate for all current and future digital channels, including social as carriers pursue new avenues for customer care.”
Recognizing the importance of Facebook both as a channel and AI partner, CrowdCare is pleased to be attending F8, Facebook’s annual global developer conference. F8 takes place April 18-19, 2017 at the McEnery Convention Center in San Jose, California. Attendees interested in meeting with CrowdCare are invited to contact the company at crowdcare.com.
CrowdCare offers the world’s most mature multi-channel enterprise digital care solution to deliver fast, effective and personalized answers to customer questions. Telecommunications companies around the world rely on CrowdCare’s Wysdom solution to deliver exceptional automated answers to their customers while increasing satisfaction and loyalty and reducing customer care expenses. With millions of actual customer questions analyzed over many years, Wysdom is the most effective enterprise digital care solution in the market today.