Using inSTREAM™'s IPA, these tasks can be streamlined through automation, delivering a smart, more efficient process, reducing manual effort, speeding up resolution times and enhancing customer service.
"Virgin Trains openly state that Celaton are one of the best suppliers in terms of service, insight, innovation and future proofing they have ever worked with."
inSTREAM reads the correspondence in order to understand the meaning and intent, i.e the customer’s query or complaint and the outcome they are looking to achieve. Based on this information, inSTREAM routes it to the relevant and respective queue for processing.
inSTREAM extracts key data from the document based on the business requirements and rules and then carries out further tasks including:
Once inSTREAM has collated all the information, it applies the company’s business rules to determine the personalised response to be sent back to the customer.
In collaboration with the agent, inSTREAM sends a personalised response based on the companies branded template directly to the customer ensuring that response time targets are met, and the customer receives the answer to their query first time.
"The benefits of inSTREAM have been felt across every part of the organisation and out in our customer base."
As an AI platform inSTREAM requires human interaction to learn. Through an easy to use Graphical User Interface Customer Service Agents can collaborate with inSTREAM to support its knowledge. inSTREAM learns from every transaction processed and as volumes of documents increase, inSTREAM’s confidence and accuracy improve.
Reporting & Dashboards
inSTREAM’s dashboards and reports provide organisations with visibility of processes and people enabling monitoring of costs, quality, capacity and productivity leading to greater control. inSTREAM provides analytics and insights into:
Data audit trails
All information is kept within a secure environment, with appropriate access granted. InSTREAM provides organisations with a simple and powerful way to bring together documents into a secure repository and create reports for management information.
Full visibility of processes enables organisations to be fully GDPR compliant. Celaton is an ISO 27001:2013 certified organisation ensuring your data is protected. Celaton is certified as compliant with ISO 27001:2013 which is globally recognized as the premier information security management system (ISMS) standard. Celaton achieved certification by developing and implementing a comprehensive Information Security Management System (ISMS).mpliant.