The root causes of AI failure are: (1) lack of updated data; (2) lack of quality content; (3) lack of good signal, and; (4) high maintenance requirements of training and retraining models to keep up with changing conditions. Directly’s CX Automation platform solves these problems and gives companies the foundation to deliver AI with breadth, speed, and empathy. The key is having a platform that moves from human-in-the-loop to expert-in-the-loop, helping companies build networks of their domain experts, optimized by gig mechanics that tap these experts to refresh the data, create new content, boost the signal, provide authentic responses, and maintain the system.
The platform allows a businesses’ expert users to identify gaps in self-service content and solutions and: (1) create rich support content and answers than can be delivered automatically; (2) teach the AI by providing feedback on each answer as its delivered, with suggestions to improve matching and content, and; (3) resolve questions when AI and self-service can’t.
Instant answers are delivered in the voice of the expert who authored the answer, with the expert available behind the answer, delivering a new level of experience and empathy unmatched by intelligent assistants and standalone AI. Behind the scenes, gig-economy mechanics such as routing, rewards, and incentives ensure quality by using answers from only highly-rated experts that demonstrate product and/or service expertise. This model boosts CSAT up to 20%, while resolving up to 40% of support tickets.
Directly’s technology syncs with CRMs including Microsoft Dynamics, Salesforce Service Cloud, Oracle Service Cloud, and Zendesk, along with existing help centers, enterprise knowledge bases, messaging and business intelligence systems.