The engagement portal, a new self-service reality.
Self-Service Portal
SECERTThe engagement portal redefines how you engage with your customers. Boost your customers’ confidence in your brand by providing them a portal that not only has all the information they need but also enables customers to ask a virtual agent questions, open cases, check their status and overview, sign documents, and use many other groundbreaking features. This is self-service at its best. Give your customers easy access to the information they need 24/7. Empower customers to resolve requests on their own 24/7 by giving them access to answers they need quickly, anytime and from anywhere, right from any device. With self-service knowledge management, agents and employees have the tools to deliver greater customer engagement that will resolve problems and answer questions faster.
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AI
Conversational AI
AI
Reinventing the Contact Center Enrich your customer experience by leveraging conversational AI throughout your customer journey. Customers can engage with a virtual agent capable of providing human-quality answers to questions and preforming complex tasks and transactions while reducing the workload for human agents. Virtual agents can proactively reach out to customers for various routines, like updating information, marketing campaigns, getting customers’ feedback, and more. Available Everywhere, Anytime Virtual agents are available 24/7 on every device, channel, and social media. Customers can also benefit from virtual agents via the company’s app, IOT devices, or the self-service portal. The power of virtual agents increases even further when the virtual agent can assist human agent by gathering needed information before the agent’s treatment or finalizing customer resolution information.
Forms
Digital Forms/e-Forms
Forms Empower your customers with digital forms and promote self-service channels. Empower customers to submit forms electronically on any device. Streamline form submission internal processes with case management and workflow. Forms can be published throughout the customer journey to help customers use self-service channels as opposed to using agents, eliminating the need to fill out form paper. An agent can share a link to a form with a customer for online submission either during a phone call or a chat session. A virtual agent can send a form to a customer in order to complete a customer request or transaction. CEMax digital forms support both simple and complex and PDF forms. They also support digital signatures, captcha, API integration, and many smart features. Dedicated workflow procedure for each form makes sure every form submission is processed and monitored. Easy transformation of existing paper or PDF forms to digital forms.
Automating
Automating Customer Experience
AutomatingThe self service module is a 3-tier package, providing tools and services to empower ground-breaking self service capabilities.
Self Service Portal
Increase self-service success and case deflection with accessible 24/7 knowledge base. Empower your customers with the information they need.
Conversational AI
Have a conversational AI on all channels serving customers. Increase customers’ satisfaction and exceed their expectations with a premium service level.
Digital Forms
Empower customers to submit forms electronically on any device. Streamline form submission internal processes with case management and workflow.
NLU
NLU EXPLAINED
NLUThe main building block in a good relationship is having a partner who truly understand you, knows how to read in between the lines, and respond accordingly. With CEMax conversional AI, you can build this type of relationship with your customers. Here are a few examples:
34% better accuracy than other popular solutions
accuracy
34%
20 times less training data than the competition
less training
20%
Exceptional understanding: F1 score of 89%
understanding
89%
Difference
The CEMax Difference
DifferenceSee additional benefits when bundling your self-service with CEMax CEM Suite. No additional integration required.
Easy two-way transition between the AI chatbot and live agents using the engagement module.
Use the voice of the customer to receive immediate customer feedback on self-service channels.
The AI chatbot can execute back office workflow procedures to further resolve a customer case.
Support cognitive customer engagement where agents work with AI.
Use workflow and case management to escalate or complete an AI chat conversation.
Use omnichannel AI chatbot conversations and digital forms with the digital module.
