Artificial Intelligence (AI) Assistance & Bots

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AI Assistance Advantages

Power a brighter customer experience with AI and bots integrated with all of your other channels, and create a truly AI-powered omnichannel contact center. Gain the benefits of automation, enhanced agent empowerment, and improved interaction quality through the power of advanced cognitive technologies, such as AI, bots, and Natural Language Understanding, coupled with the power of the human touch.

Increase Customer Convenience

Leveraging AI, bots, and other cognitive technologies allows you to automate routine interactions, provide a convenient way for customers to resolve their own issues, and gather basic information for hand-off to a person when a human touch is needed. Many customers today prefer self-service. AI and bots in call center provide smarter, more effective self-service, giving your business a competitive edge.

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AI Assistance for Agents and Supervisors

AI-assisted suggestions power responses that are accurate and consistent across all channels. Through Natural Language Processing, agents can be provided with suggested AI responses to respond quickly across channels like email, text, chat, or messengers. Accuracy and efficiency are improved by rich knowledge base content with company-approved replies and templates. Leverage cognitive analysis technology to offer intelligent in-conversation help to agents and ensure customer relationships remain strong.

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Increased Agent Productivity

Bright Pattern’s cloud call center platform employs integrated best-of-breed AI from Alterra, Amazon, Google, and IBM. Our open API allows you to connect to any bot of your choice so that you can connect bots to your other channels and create a seamless, unified conversation.

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Unified Agent Desktop

Our omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.

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Omnichannel Quality Management

Ensure consistently excellent customer experiences and optimize call center performance with AI-powered OmniQM.

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CRM Integration

Track the customer journey with your business on any channel. Integrations with all CRM providers or your own system of records.

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Bright Pattern Features

Omnichannel Agent Desktop
Connect all digital channels into one, easy-to-use desktop. Connect voice phone calls, video, live chat, mobile app, social media, and text message interactions all into one seamless experience.
Suitable for Any Business
Bright Pattern’s solution can power any contact center and has the scalability to match businesses of all sizes. Gain access to full call center functionality.
Built-In Quality Management
Implement QA on any customer interaction with AI and automation. Track agent performance through KPIs and metrics, and deliver comprehensive data to supervisors and admin.
High Reliability
Being based on the cloud means high reliability and uptime. Experience no downtime no matter what. Bright Pattern’s 24/7 support ensures business continuity. Deliver great customer experiences 24/7 with greater reliability.
AI-Powered
Bright Pattern’s contact center solution is AI-powered, powered by best-of-breed AI from companies like Microsoft, IBM, and Google.
Workflow Management
Manage the flow of inbound calls, outbound calls, and interactions with intelligent call routing and queue management. Implement workforce management integrations for better customer service.

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Bright Pattern Automation Tools

Customer Self Service
By providing effective automation options via bots or AI-powered conversational IVRs, you also free up agents to focus on where they can make the most impact—solving more complex customer problems and building relationships.
Seamless Human and AI Integration
Leverage the efficiency and convenience of automation, with the option of a human touch, when desired. If customers are engaging in a bot conversation and then decide that the bot is unhelpful—or the bot detects this is the case—the interaction can be seamlessly handed off to an agent with all context from the bot conversation available to the agent, allowing agents to more effectively help the customer and allowing for a faster and more effortless customer experience.

Powerful Integrations

Additional Bright Pattern Features

Unified Agent Desktop
CRM Integration
True Omnichannel
Cloud-Based
Intelligent Routing
AI-Powered Agent Assistance
Sentiment and Text Analysis
Interactive Voice Response
Built-in Quality Management
WFO and WFM Integration
Call and Screen Recording
Automated Bot Conversations
Drag-and-Drop Scenario Builder
All Digital Channels Supported
Automatic Call Distribution (ACD)
Click-to-Call, Click-to-Chat Capabilities

Why Clients Love Bright Pattern

“The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day.”
Derek G.
Director of Contact Center Operations
“It is an extremely robust, while easy to use software. It can handle massive telephony centers with ease while maintaining competitive telco charges.
KC R.
BPO Technology Lead
“Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”
Sean Rivers
Director of Operations Technology
“We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.”
Othmar B.
VP Marketing
“I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”
Julie T.
Retail Support Representative
“The system was very easy to setup along with training and onboarding from the Bright Pattern team. We use Bright pattern for inbound transactions, such as incoming calls, emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners.”
Sal Y.
Head of Customer Support

Frequently Asked Questions

Bright Pattern is a leading provider of AI-powered omnichannel contact center software. Our contact center software is cloud-based and gives your business or organization access to powerful contact center technology for a reasonable, pay-per-use price. Bright Pattern’s software is loaded with features like best-of-breed AI, comprehensive omnichannel quality assurance, unified agent desktop, and CRM integration.

Bright Pattern has the highest ROI in the industry and the fastest time to deploy at half the time of the industry average. Our software guarantees fast ROI on your investment through powerful AI, advanced functionality, and omnichannel capabilities.

Adaptable for any industry, Bright Pattern can streamline and boost your CX operations, and deliver exceptional customer experiences on a global scale.
Omnichannel means the ability to switch between channels effortlessly while the context of the conversation is maintained. Conversations that start as voice calls can be seamlessly switched to other channels like text messaging, messaging apps, video calls, and more, all while maintaining the context of the conversation at the agent’s fingertips. Omnichannel provides flexibility to both the agent and customer, and removes any silos in the customer journey that could lead to a disjointed experience.
Bright Pattern’s call center software is hosted on “the cloud”, meaning it is hosted on reliable servers with reputable technology companies. This means Bright Pattern’s powerful software functionality is accessible to businesses of all sizes without the costs and hassle of an on-premise solution.

Through hosting software and data on the cloud, Bright Pattern can provide exceptional reliability, flexibility, and scalability. Allow your call center to maintain near 100% uptime and scale to any size. Meet seasonal needs and call volume fluctuations by adding and reducing agents quickly. Enable agents to work remotely just as effectively, providing all the tools and powerful call center functionality at their fingertips in the comfort of their homes. Cloud-based is the way to go for excellent business continuity in the event of a disaster or crisis.
Yes! Bright Pattern is fully compliant with all major laws and regulations. Bright Pattern is fully HIPAA, TCPA, GDPR, SOC, and PCI compliant. Read about our other compliances in our compliance page.
Bright Pattern’s contact center software is flexible, dynamic, and cloud-based. Bright Pattern’s contact center solution can be tailored to any industry and any situation. Whether you are trying to improve the customer experience, add new digital channels, notify customers, improve customer service, or increase sales, Bright Pattern can help. Request a demo and see how we can tailor Bright Pattern’s to meet your most pressing business issues.

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