Vee24: Elevating Omnichannel Customer Engagement with AI

Priya Iyer, Chairman and CEO
Businesses from banks to retailers to automotive dealerships are elevating their digital customer experience to engage and delight consumers anywhere, anytime, on any device. Due to the COVID-19 pandemic, this transformation has accelerated in 2020 and will continue into 2021 as organizations adapt their operational models to optimize online customer relationships and manage customer service resources more efficiently. Departments from IT to HR continue to implement digital initiatives as well as deal with a unique set of challenges brought on by the pandemic, but one of the most-impacted departments is customer service. While online customers are demanding answers to their basic questions 24/7 and to engage with live agents quickly, customer service leaders need to provide unparalleled service while keeping agents productively working from anywhere.

Consider the case of the banking sector. As soon as the COVID-19 was declared a pandemic, every bank and financial services company saw a spike in customer inquiries. Issues related to the pandemic dramatically increased the level of customer anxiety. Many businesses were continually contacting their banks to get information about and apply for paycheck protection program (PPP) loans. And, because of the speed at which the information was being updated and the uptick in such complex questions, the customer service rep’s job —which was already demanding—became more challenging. For the leaders of customer service centers, their jobs got even more difficult when the representatives had to deal with the massive increase in inquiries while working remotely.

However, such an instance of pandemic-distressed customer service is not only limited to the banking sector today. Broadly put, the entire customer services industry is in the eye of a storm—and although many customer service leaders have been exploring AI-enabled self- service, the pandemic has escalated the importance of this technology.

Many leading-edge companies are in the market with innovative AI-powered solutions to address the challenges faced by customer service management. And, one such innovator is Vee24. Vee24’s intelligent, conversational, multi-experience platform includes a family of AI-powered chatbots (NudgeBOTs, Customer AssistBOTs, and Agent AssistBOTs) that bring much-needed relief to customer service departments. The company helps organizations respond to the needs of their customers to ensure business continuity and thrive. It is this mission that has led the company to develop superior AI capabilities within its customer engagement platform.

In the initial days of the pandemic, one of Vee24’s banking clients recognized that 80 percent of the questions coming into the bank from its customers were related to PPP loans. So, Vee24 worked closely with the client’s C-suite executives, quickly calibrated its AI-enabled chatbots to get the right answers, and, as a result, drastically reduced the call volumes into the contact center. And based on the initial customer conversations, coupled with the chatbot’s ability to learn from various data sources such as email archives and the client’s website, the bank’s customer satisfaction statistics skyrocketed to up to 85 percent. This, in turn, expanded the chatbot’s intelligence, improving its ability to help a customer in real-time. Priya Iyer, the chairman and CEO of Vee24, says, “During such a trying time, we not only digitalized our client’s customer engagement but also offered them with a future-proof solution to attain high-performance.”

This success in the banking sector is just one story from Vee24’s many customers. Priya shares another story from a retail client. Due to the COVID-19 lockdown, a large furniture retailer with 70+ stores could not deliver furniture in any of the store locations. Thousands of customers were calling in to get information on and reschedule their furniture delivery.
As a long standing Vee24 customer, this retailer was able to quickly amp up its AI-enabled chatbots to automatically respond to customer queries, track orders, and proactively keep the customers informed. The company began with 3,000 chatbot engagements and within a month the engagements went up to 50,000 with 85 percent accuracy. The customer also uses the platform’s video chat feature to supercharge their sales by allowing agents to walk through the showroom and show the furniture, in high-definition detail, to potential customers. Their sales went through the roof and even beat the holiday peak season sales of prior years.


Vee24’s chatbots are designed to be personable, transparent, and have an engaging conversation to earn a customer’s trust

But, what makes Vee24’s solutions unique?

Vee24’s chatbots are designed to be personable, transparent, and have an engaging conversation to earn a customer’s trust. Its AI, deep learning, and natural language processing capabilities understand the customer’s intent first and then deliver the right response at the right time. The chatbots can handle an infinite number of customer inquiries, converse with them through the platform anywhere, anytime without a drop in service quality. Furthermore, the bots can quickly gauge if a customer inquiry requires human assistance and seamlessly transfer the engagement to a real customer service rep to continue through text, voice, or video chat.

This customer experience is further bolstered by the multi-experience platform’s ability to move a self-service engagement to live assistance using live text, voice, and video chat and real-time collaboration tools including co-browsing, co-form fills, and screen sharing.Vee24 understands that continual customer engagement is pivotal for any organization’s strategy to improve customer service, optimize contact center resources, increase sales, and drive customer loyalty. Vee24’s platform is also built to integrate with the client’s CRM easily. The platform can serve a range of clients, from SME companies looking for a simple solution to larger enterprises with company-wide CRM.Vee24’s client success team works closely with its clients to integrate its solution with the client’s CRM, train their agents, employ best practices, and configure the solution to optimize customer engagement objectives. Vee24’s flexible, modular platform allows clients to pick and choose from its different tools to create a customized solution that meets their specific needs and gain maximum return on investment.

With such a phenomenal solution, Vee24 is indeed well received by organizations of all sizes and industries. “We focus on a variety of verticals ranging from retail, financial services, and automotive,” states Priya. The company has some big names of the automotive sector under its hood, such as Hyundai, Audi, Jordan’s Furniture, KBC Bank, and Sytner to name a few. For some of these brands, Vee24 is helping them sell cars effectively through online channels, where the customer hasn’t even gone for a test drive. Now, the company is looking to extend the same level of effectiveness in more verticals, such as high-tech and healthcare in the coming years. Vee24 also supports non-profit organizations that are reaching their clients online to fulfill their mission. Covid or not, Vee24 is moving ahead providing human connections and redefining the customer live engagement space completely now and into the future.

Company
Vee24

Headquarters
Boston, MA

Management
Priya Iyer, Chairman and CEO

Description
Vee24 offers a customer engagement platform that is trusted by the world’s leading consumer-facing brands. Vee24’s chatbots are designed to be personable, transparent, and have an engaging conversation to earn the customer’s trust. Its AI, deep learning, and natural language processing capabilities understand the customer’s intent first and then deliver a perfect solution cost-efficiently. Driven by such technology, the chatbots can handle an infinite number of customer inquiries, converse with them through the platform (regardless of the location and time) without a drop in service quality