KIKXXL-AI-product range

Vocalytics Agent

Conversations and written communication are analyzed and evaluated in terms of sales potential and skills

• Sales skills and potential among employees
• Reasons for rejection and customer arguments
• Compliance with the sales strategy
• Application of objection and excuse handling / use of figurative language
• Demonstration of customer benefits and product advantages
• Cross-selling and upselling
• Evaluation of employees’ closing skills
• Use of legitimate / illegitimate arguments
• Translated with DeepL.com (free version)

Vocalytics Agent

Conversations and written communication are analyzed and evaluated

• Verification of the correctness of orders
• Recognition of negative customer interaction
• Ensuring the completeness of conversations
• Compliance with all conversation guidelines
• Verification of arguments

Message Response Management

For incoming and outgoing emails that are answered manually by customer service representatives, AI takes care of preparatory and follow-up tasks.

• Proofreading outgoing messages – correcting spelling and grammar
• Translating incoming and outgoing messages “on the fly”
• Topic analysis
• Formulation assistance and customer-specific drafting of responses
• QM evaluations: customer satisfaction and accuracy of responses
• Documentation in inventory management systems

Message Response Management

• Fully automated responses to simple written customer inquiries across all email and messaging channels
  

  Process:

• AI handles incoming messages and responds to them using existing LLM and knowledge database (Wiki). Customer service representatives can be integrated into the process either hybrid or as an approval level.
  Can be combined with the functions of AI Messaging Supporter
• AI-powered chatbot for customer inquiries

Expert Assistant

As customer inquiries become increasingly complex, real-time support from AI agents in live conversations helps, for example, to resolve customer issues, identify sales potential, or provide tailored access to project knowledge.

Current approach: An AI-based support chat provides customer advisors with all the information they need directly and accurately: effective knowledge management in real time.

Skill Academy

In the training and further education of customer advisors, the simulation of customer conversations with trained AI takes employee training to a new level. Instead of learning how to deal with customers, systems, and processes only on the “drawing board,” customer advisors can learn from their own experiences in a “real” conversation situation.

• Consolidation of conversation techniques and product knowledge learned in training courses
• Targeted training for critical conversation situations
• Dealing with different types of customers
• Learning how to deal with customers in a “safe space” without impacting
  real customer relationships and customer satisfaction.
• Implementation of interactive learning and training paths, including
  Conducting “real” conversations
• Automated feedback for customer advisors and trainers

Skill Academy

The KiKxxl Academy is KiKxxl’s central institution for knowledge transfer.

• Support for classroom training through follow-up or repeat content
• Focus on video content in “TikTok format”
• Individual learning paths and content for all employees
• Interactive learning assessments
• Implementation of mandatory training and instruction
• Easy content creation for trainers using workplace systems
  or AI-based creation of training videos

Full and partial automation of telephone calls:

• Automatic response to customer inquiries
  • Address changes
  • Delivery status
  • Orders
  • Call centers
  • Ticket entry
  • First level support
• Conducting after-call interviews
• Lead qualification

Conversations and written communication are analyzed and evaluated

• Summary of conversations and written correspondence in the desired client format
• Automatic documentation in customer management systems
• Proposal and review of initiated follow-up processes
• Handling of follow-up work for emails/calls, e.g., through statistical recording of call reasons

Efficient management of call volumes through AI-based call control

• Personalized communication and customer authentication
• AI-based call distribution / IVR
• Prioritization of highly relevant callers and call reasons
• Intelligent callback service – with automatic preselection of callback appointments during periods of low utilization
• Automatic workload distribution based on live call data and employee/skill utilization
• Omnichannel linking