Customer service holds up,at peak hours and overnight.
Agents handle activation requests, billing complaints and incidents on the channels your customers already use — WhatsApp, voice, web. What they cannot finish goes to your teams with the full history.
The processesteams take on first.
Customer service, activations and complaints.
One first use case, put into production with its approvals and its audit trail, then the next ones.
Activations and plan changes
Verifies identity, applies the terms of the plan and triggers the activation, with your checks at the sensitive steps.
Billing complaints
Goes through usage line by line, explains the difference and offers the gesture your rules allow.
Incidents and outages
Links the request to the open incident, tells the customer and reopens the follow-up when it is fixed.
GenesysRequests on WhatsApp
Holds the conversation in French and in local languages, voice notes included, and keeps the context from one channel to the next.
Africa’s TalkingPlugged into whatyou already run.
Connect a source once. Agents read, act and write according to the access rules you set, including in systems with no public API.
AmdocsZendeskWhatsApp BusinessAfrica’s TalkingOrange MoneyConnections to your systems are defined with your team before the first deployment.
See all integrationsWhat we putagainst these processes.
The platform is the same for everyone. Your processes, your systems and your approvals are what make the difference.
Resolue
Alerts triaged, incidents diagnosed and fixes guided.
On requestThe questionswe get asked.
01Do the agents understand our customers’ languages?
French is supported from the start, written and spoken, voice notes included. The local languages of your markets are added with your team, from your own conversations.
02Where is the data hosted?
In your VPC or on-premises, according to your data-residency requirements. Connections to your systems and hosting needs are defined with your team before the first deployment.
03Who approves what an agent is allowed to do?
You do. Sensitive actions go through the approvals you define, and every action is logged, replayable and exportable for your risk and audit teams.
Let’s take one reason customers get in touch.The one that comes up most often.
Thirty minutes to scope the process, the systems and the approvals. Or write to us at [email protected]