CXi Agents: Reimagining CX with Autonomous AI Agents

This article explains the next innovation of oneCXi – its CXi Agents. It follows our previous post on unified CX data.?

The Growing CX Divide?

Modern customers interact with brands through multiple channels and expect personalized experiences at every touchpoint. Businesses struggle to deliver this due to a fundamental disconnect between understanding customer needs and implementing effective solutions.?

The challenge stems from enterprise applications - CRM, CCaaS, CPaaS, and the marketing stack – which operate in silos. As a result, customer data is scattered across these systems, preventing organizations from gaining a holistic view of the interactions and the customer journey.?

In a fragmented environment, traditional AI solutions also operate in isolation providing insights that lack both customer context across the lifecycle and the ability to drive meaningful actions.?

This leads to a huge knowing-doing gap as evident in the industry data:?

• 50% of automation initiatives fail to deliver the expected results for enterprises.?

• 90% of companies struggle to integrate AI with various systems.??

• 82% of businesses face issues with AI model accuracy for their specific use cases.?

• <1% of conversations everyday are analyzed for CX improvements.??

These blind spots put an estimated $3.1 trillion in global revenue at risk, with poor experiences driving customers away and threatening brand loyalty.?

Making Every Customer Conversation Intelligent?

oneCXi reimagines how businesses deliver customer experiences with its breakthrough AI technology. With our native AI models, data does not need to be structured anymore. They can read and process unstructured data, extracting insights from conversations instantly and adding value at every touchpoint. We have brought all conversations across the enterprise and all customer data sources into a centralized hub. With AI, conversations evolve into a system of engagement rather than remaining merely a system of record.?

At the core of our AI innovation are CXi Agents - autonomous AI agents purpose-built for customer experience. Organizations can easily build their own CXi Agents or deploy pre-built ones, seamlessly integrating automation into their business processes or enterprise workflows.? Each CXi Agent operates autonomously and executes specialized tasks for which they are trained, without any human intervention.??

Depending on the use case, CXi Agents can:?

• Interact with other CXi Agents in the back end?

• Enhance agent performance with real-time insights and proactive guidance?

• Drive personalized engagement with customers across all touchpoints?

Orchestrating Intelligent CX?

To transform the potential of autonomous AI agents into tangible business value, oneCXi has developed a comprehensive suite of AI products. It enables businesses to automate workflows and bring intelligence to improve business processes.?

• CXi Agent Studio: Build complete customer journeys with a network of AI Agents to deliver perfect experiences at every touchpoint.??

• Voice of Customer: Gain actionable insights into the motivations and emotions that drive customer behavior.??

• Quality Audit Automation: Boost agent productivity through unbiased and intelligent performance audits.??

• Agent Assist: Provide agents with insights derived from millions of customer conversations.??

• Conversational Bots: Enhance self-service capabilities for customers with quick, human-like responses.??

• Knowledge Base: Drive faster search results with precise, actionable, and relevant information.?

These powerful tools form a unified AI ecosystem that turns conversations into a strategic advantage for businesses.?

Democratizing AI with oneCXi: Build Your Own AI Agents?

Unlike traditional off-the-shelf AI solutions, oneCXi puts the power of AI in organizations' hands. CXi Agents integrate effortlessly with existing CCaaS and customer engagement platforms. It delivers value across two critical dimensions:?

• Automating enterprise workflows & business processes?

• Generating actionable insights from customer conversations in real-time.??

Let's explore how these capabilities transform business operations.?

Automate Enterprise Workflows & Business Processes?

The possibilities are limitless. Imagine an army of CXi Agents that work to automate and improve specific processes.?

• CXi Agents for Collections: Creates smart workflows to improve collections with automated reminders and personalized offers based on customer's past behavior.?

• CXi Agents for Inquiries: Delivers superior self-service experience for customers with intelligent conversational bots, with seamless handoff to experts.?

• CXi Agents for Cart Abandonment: Re-engages customers through intelligent nudges and personalized offers based on patterns and preferences.?

• CXi Agents for KYC: Streamlines verification by automating document checks, cross-referencing identity, and ensures compliance.?

Generate Insights from Conversations in Real-time?

CXi Agents transform billions of customer conversations into actionable intelligence, enabling businesses to understand behavior patterns and make smarter decisions.?

• CXi Agents for SWOT Analysis: Take strategic decisions and improve business performance with insights from actual conversations - free of biases and subjectivity.?

• CXi Agents for SPAM Detect: Detect conversations perceived as SPAM and generate early-warning signals for enterprises to stay compliant with regulations.??

• CXi Agents for Voicemail Detect: Maximize direct customer engagement by automating the task of detecting voicemails and answering machines.??

From Insights to Results: Real World Examples?

Companies across industries have leveraged CXi Agents to improve business outcomes.?

Enhancing Product Adoption through SWOT Analysis?

A leading D2C company in the health and wellness space improved their product adoption and repeat purchases with a comprehensive SWOT analysis from their customer conversations in real-time. They effectively captured the pulse of customers enabling them to:?

• Identify product strengths, weaknesses, and threats of potential alternatives?

• Monitor key conversation metrics including usage patterns and discussion topics?

• Uncover growth opportunities from unmet customer needs and emerging trends?

• Integrate voice of customer directly into decision-making?

By making decisions rooted in actual customer conversations, the company improved adoption and aligned their offerings with market demands.?

Ensuring Regulatory Compliance with AI SPAM Detect?

With stricter regulations, companies face the challenge of ensuring meaningful connections without their outreach being labeled as spam. A leading NBFC used CXi Agent for detecting SPAM to proactively mitigate potential spam indicators across multiple campaigns. They could:?

• Identify opportunities to improve their outbound campaigns?

• Take corrective action to prevent SPAM complaints?

• Ensure compliance with regulatory standards?

The CXi Agent identified 5% of their overall conversations had markers of it being perceived as unsolicited and provided insights as to why they could be seen as spam.?

Measurable Business Impact?

The impact of CXi Agents is evident in the results achieved by our customers.?

• 5X increase in customer engagement?

• 2.5X increase in average order value??

• 3X increase in lead conversions?

• 50% increase in sales?

• 60% increase in customer retention?

Future of CX: Engagement to Intelligence?

CXi Agents mark the shift from traditional customer engagement to orchestrating intelligent experiences. Conversations are now the new source of truth - revealing not just what customers say but what they truly need.?

It's the beginning of an era where autonomous intelligence meets human empathy to drive better customer experiences.?