WORK & INSIGHTS

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WORK & INSIGHTS

Virtual assistants lead the way

Machine Two has helped introduce a number of Virtual assistants across a global energy provider. The digital helpers have enhanced customer experience with real time query resolutions; meaning customers do not have to wait in long call queues. With an AI driven framework, the virtual assistants are continuously learning and improving their responses for their audience.

The challenge

With a high volume of customer interactions requiring increasing human service capacity to meet strict timescales; it is inevitable that long waiting times lead to customer dissatisfaction. Coupled with this, inconsistent responses and high training costs lead to a poor customer experience.

What we did

Machine Two introduced cognitive enabled BOTs. These digital assistants seamlessly integrate with the existing user experience layer and handle all incoming interactions. We’ve been able to classify and resolve complex customer queries by using AI and ML and connect to existing APIs to further enhance customer experience; wether it’s using OCR to decipher customer invoices or connect to human service agents via a CRM.

Results

15000
Interactions per week
77
Containment rate of customers
87
Customer satisfaction rate
WORK & INSIGHTS

Tick all your digital security policy boxes by implementing Authmatic™ for all your digital authentications

Machine Two’s patented solution enables BOTs to have human parity in terms of digital security policy compliance.

The challenge

RPA BOTs typically rely on single factor authentication, for example, credentials and tokens to access applications for performing automations. Now a-days due to increased security compliance, a second factor is required, these BOTs would be either non complaint or automation is disallowed, leading to increased security risk or lower automations being performed.

What we did

Authmatic™ is an automated solution that solves the Multi Factor Authentication (MFA) problem by providing a second factor code to the BOTs as and when they encounter a challenge. Thus, making them fully compliant to an organisation’s security policy and enhancing their automation scope.

Results

400
BOTs using Authmatic™
1000
Authentication requests processed per month
100
Digital security compliant