AI and Bot Assistance

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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.

AI to Speed-Up Resolution

Bright Pattern’s artificial intelligence can decrease wait times, speed up customer service, and increase customer satisfaction. Utilize AI for automation and boost performance in your contact center for a better customer experience. Through AI, agents can use speech recognition and voice recognition to authenticate customers quickly, allowing customers to get the service that they need much faster.

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AI to Reduce Friction

Utilize powerful AI to assist agents during customer interactions and reduce friction in the overall experience. Agent assistance can help provide suggestions to agents during chats and messenger conversations. Set-up AI to do basic triage and present that information to the agent to guide them on how to assist customers. AI sentiment detection can also help supervisors identify and coach agents.

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Self-Service and Customer Assistance

Empower callers with virtual agents, virtual assistants, chatbots, and interactive voice response (IVRs). Bright Pattern’s virtual agents and conversational IVRs are powered by Natural Language Processing (NLP), allowing callers to speak naturally instead of responding by repeating a specific phrase or pressing a button. When callers want to speak with a live agent, the virtual assistant can route them to a human agent through any digital channel in real time for a blended approach. Using AI, Bright Pattern enables full self-service to fully automate routine inquiries. Basic information can also be triaged through the AI that is then passed on to the agent, bringing AI and humans together for faster resolution and improved contact center efficiency.

EXPLORE CONVERSATIONAL IVR

Quality Assurance on All Interactions on All Channels

Artificial intelligence is the backbone of Bright Pattern’s omnichannel quality management, Omni QM. Through analytics, predictive analysis, and sentiment analysis, managers can monitor 100% of interactions on all digital channels, allowing them to gain insight into their call center agents and customer satisfaction. When a bad experience is detected during customer calls, managers or the appropriate agent can intervene in real time. Then, relevant information can be used for retraining or deciding on the next best action. Ensure high customer satisfaction, excellent performance in call center metrics, and quality customer support on all channels.

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Best-of-Breed AI

Bright Pattern’s artificial intelligence is powered by best-of-breed AI from some of the best companies in the market, including IBM, Google, and Microsoft. Being based on the cloud, Bright Pattern’s platform is continuously updated with new technology, giving you access to the latest advances in AI and bot technology. Be a leader in CX in your industry with the latest AI technology advances.

Ready to See How AI Can Improve the Customer Experience and Empower Your Agents?

Artificial Intelligence for IT Service Management

Bright Pattern’s AI-powered platform can help power your service management. Check out how Bright Pattern helped Randstad, one of the largest HR firms in the world, overhaul their service management.

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Artificial Intelligence for IT Service Management

Bright Pattern’s AI-powered platform can help power your service management. Check out how Bright Pattern helped Randstad, one of the largest HR firms in the world, overhaul their service management.

VIEW CASE STUDY

What Can Bright Pattern AI Do?

Speech and Text Recognition
Process and recognize customer’s words in over a dozen different languages and get them to the right agent in less time.
Conversational IVR and Self-Service
Allow customers to use natural speech to interact with self-service options. Triage common inquiries while seamlessly routing other interactions to skilled agents.
Automated Notifications and Alerts
AI-powered automated alerts for detection of poor sentiment, word clouds, keyword search, and interaction transcription.
Full Context Bots
Al can assist in human interaction, or help ID customers and agents for faster service. All relevant information is passed from bots to agents for full context.
Automated Routing
Route callers to a real person quickly through speech recognition in the virtual assistant. Streamline customer queues and reduce common customer queries.
Omnichannel Quality Assurance
Utilize AI-powered sentiment analysis and algorithms to gain insight into 100% of interactions on all digital channels. Empower contact center agents and ensure high customer satisfaction.

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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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