by TINTSWALO BALOYI
JOHANNESBURG, (CAJ News) – GRAPEVINE Interactive’s three-tiered approach to artificial intelligence-based Client Service Automation (CSA) is lauded for injecting new meaning into the working lives of South Africa’s call centre workers.
While the contact centre environment is traditionally characterised by high turnover rates and low job satisfaction, Grapevine Interactive is seen as helping make the reverse true.
“By effectively combining AI agent development with service automation workflows and unified agent inboxes, Grapevine Interactive is helping free up human contact centre workers to concentrate on the more complex and the less routine,” said Jody Mitchell, Chief Operating Officer of Grapevine Interactive.
Grapevine Interactive is a leading digital communications and enterprise messaging partner.
It is hailed for creating a niche offering for organisations serving any large group by paying special attention to the workflows that are the foundations of convincing AI-based experiences.
From initial contact to resolution, automated workflows define how AI agents interact with human customers as they intelligently route, assign and escalate service requests over WhatsApp.
The result of Grapevine Interactive’s multidisciplinary team of developers, business analysts, automation specialists and project managers devoting many hundreds of hours to the triple AI approach of agent development, workflow design and inbox management is AI agents handling routine tasks such as answering FAQs and lead qualification.
“Many agents that are passionate about the industry cite the ability to solve client problems as their original reason for joining,” Jody explained.
“We’re giving call centre agents their mojo back and we think tens of thousands of highly-motivated problem solvers working in the interests of consumer needs and wants has to be good for the economy,” he added.
Grapevine Interactive is an integrated communications partner of many premier brands across diverse business sectors including finance, retail, hospitality and logistics.
– CAJ News