AI That Matters: Delivering More Value Through Successful Conversations

Artificial intelligence (AI) is transforming customer support and service across multiple industries: banking, healthcare, social assistance, and retail, to name a few. At LinkLive, we go beyond just creating new AI features; we leverage “AI that Matters”. Our goal is to empower clients with AI-enabled features to achieve more successful conversations, delivering tangible value and foster meaningful human interactions that prioritize outcomes that make a real difference for our clients.

Setting Priorities to Deliver Value

When setting priorities, we focus on the AI-enabled features that deliver the most value to our clients. From my perspective, it’s about creating a seamless, efficient digital experience that enhances the customer experience by leveraging innovative AI capabilities, all while ensuring efficiency and security. This philosophy is embodied in our North Star Metric: “Successful Conversations.”

Our North Star Metric: “Successful Conversations”

Our North Star Metric, “Successful Conversations,” is vital for measuring client satisfaction and success. Efficiently resolving inquiries improves customer experience, fostering positive perceptions, and driving higher engagement and loyalty, ultimately benefiting LinkLive clients.

To achieve this metric, we prioritize AI-enabled features that enhance human interactions. Our human-centered approach ensures that LinkLive solutions meet the needs of agents, supervisors, and customers alike. By focusing on empowering front-line teams, we help them concentrate on building relationships, rather than managing platforms.

Ultimately, “Successful Conversations” serves as a comprehensive measure of our entire platform’s effectiveness, guiding the development of innovative AI features that enhance customer engagement.

Human-Centered Solutions: Enhancing Interactions

Human-Centered AI: Our AI-enabled features are designed to assist agents in providing better service, rather than replacing them. This approach ensures that human interactions remain at the core of our services, supported by AI that enhances the overall experience. At the same time, we bring value to supervisors of critical consumer-facing teams. By bringing AI-enabled Workforce Management to call and contact centers of all sizes, LinkLive clients can leverage AI to accurately predict call and messaging volume in the weeks ahead, allowing them to schedule appropriately to exceed their service level agreements (SLAs).

At the end of the day, LinkLive enables human-centric, complex conversations, to reduce friction, allowing users to spend more time solving consumers’ most important problems.

Tangible Value: One example is our current customer, Pennsylvania 211 (PA211), which uses our AI-enabled real-time language translation services to directly assist more residents at a lower cost. By eliminating the need for third-party translation services, PA211 can serve their residents in vulnerable populations effectively, improve overall service delivery and ultimately secure additional funding. This is a clear demonstration of AI delivering tangible value.

At LinkLive, tangible value also means efficiency. Our AI-enabled features go beyond deflecting routine tasks. These features empower agents to provide faster, more accurate responses to customers.

Enhancing Agent Productivity: Efficient AI-enabled features bring significant benefits, including cost savings and enhanced productivity. For example, our approach to Agent Assist AI allows clients to upload their FAQs, knowledge resources and procedures to create a knowledge base that can be leveraged by our AI to generate contextual insights and responses directly from these sources. Responses are free of hallucinations and real-time suggestions are delivered directly to agents.

These AI-enabled features streamline operations, provide substantial value with minimal effort and ensure that the agent is in control of responses sent to the customer.

Human-Centered Solutions: Enhancing Interactions

We continue to advance our Customer Engagement Platform (CEP) with AI-enabled features that meet the evolving needs of our clients. Hot topics are efficiency, staff retention, and governance when it comes to new AI-enabled features. By deflecting routine inquiries with an intelligent virtual assistant, customer-facing teams can dedicate more time to building a relationship. By helping our clients have the right team in place with workforce management, staff engagement will increase, and churn rates will decrease. By enabling agents with an AI Copilot that can access only the internal knowledge base, agents have the right answer at the right time. We’re excited about the art of what’s possible and we see a huge amount of opportunity to put AI to work.

Conclusion: Engage Efficiently with AI that Matters

At LinkLive, we’re focused on empowering our clients with successful conversations. Our AI-enabled features deliver tangible value and foster meaningful human interactions, prioritizing outcomes that truly make a difference for our clients.