AI that works for both your customers & agents

AI that gets the job done

  • Understand what’s said – and what isn’t: Our Deep Learning Natural Language Understanding (NLU) ensures your customers are always understood
  • Take the next best action: Manage inquiries quickly and decisively by authorizing the AI to take the next best action – whether that’s resolving an issue directly or looping in a human agent
  • Converse naturally: Our proprietary algorithms for sentiment analysis, intent and tone recognition provides personalized, relevant experiences 

Employ the AI + Human Dream Team

  • Automate the simple: Your AI will resolve repeatable customer needs, freeing up humans to focus on high-impact issues
  • Escalate to humans: The AI will open a ticket in your existing agent desk software when new, unique or complex issues arise
  • Two-way learning: Your AI will learn how your human agents respond so it can automate more customer needs over time

Offer proactive customer support

  • Anticipate needs: Through real-time integrations, preemptively act on issues like shipping delays or delayed flights
  • Automate alerts: Notify relevant customers of situations before they contact your call center 
  • Learn what works best: Understand the best time and circumstances to reach out based on real exchanges 

Integrations, made easy

CUSTOMER CHANNELS

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Be on the channels that matter: Web and in-app chat, email and social

Agent software

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Integrate with support channels for human + AI collaboration

Order management

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Resolve issues across the customer journey with CRM and OMS integrations

Never stop improving

  • Skills Explorer: Identify new customer issues and prioritize what the AI needs to learn
  • Ongoing learning: Deep reinforcement learning enables the AI to learn through experience and instruction
  • Support optimization: Understand how the AI is impacting the response time and overall customer satisfaction
  • Propensity recognition: The AI gets better at predicting propensity through customer behavior and feedback

Purpose-built for enterprises

Scalable

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Hosted on global cloud infrastructure providers to handle high volume and fast response time across an enterprise.
Reliable
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Our system is deployed across multiple data centers in the US and Europe to ensure 99.9% availability.
Secure
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Multi-tenant deployment with data segregation and data encryption while at rest and in motion.

Explore how msg.ai could work at your company with an in-depth demo

Request a Demo