Harmonizing Voice and Digital Elements in Conversational AI
Understanding NLX and Its Role in Modern Customer Interactions
The Rise of Text-Based Support in Contact Centers
Have you recently contacted a customer service center and heard a prompt like, “I’d like to text you a link to guide you through your interaction. Is that okay?” This text-based approach is becoming common across various industries. Whether it’s about returning a router or upgrading your flight, customers often find themselves engaging with either an automated system or a live agent. When you accept a link for guidance, you’re likely directed through multiple screens on your smartphone to resolve your concern.
One notable player in this arena is NLX, a company known for its conversational AI solutions, particularly utilized by United Airlines.
NLX Technology and Its Impact
In early October 2023, NLX shared a comprehensive case study on how its technology has benefitted United Airlines. The study highlighted how NLX participated in the Enterprise Connect 2024 Innovation Showcase, showcasing its advancements in AI technology. NLX’s CEO, Andrei Papancea, was also featured in an interview on the AWS GenAI Live podcast, where he discussed empowering next-generation AI systems.
The NLX Platform: A Modular AI Solution
Before delving into NLX’s latest advancements, it’s essential to understand its foundational technology. The NLX platform is designed for enterprises, allowing organizations to create and manage advanced chat and voice applications efficiently. Papancea describes it as an “application layer for conversational AI,” enabling a more streamlined interaction for customers.
Key Features of NLX Voice+
One of the standout features of NLX is Voice+, which enriches customer experiences by synchronizing voice interactions with digital channels such as web and mobile. This results in:
- Multimodal Experiences: Customers can interact through voice while simultaneously receiving visual assistance, making the process smoother.
- Guided User Journeys: By integrating visual elements with voice calls, it helps guide users through various tasks, reducing frustration and enhancing engagement.
Choosing the Right Infrastructure
Many Contact Center as a Service (CCaaS) providers have built their solutions on AWS technology. Notable examples include Amazon Connect and PureCloud (now known as Genesys Cloud CX). Papancea chose AWS technology for its robustness, which he experienced firsthand while lecturing at Columbia University. His students benefited significantly from learning AWS skills, with over 60% securing internships post their initial semester.
Advantages of AWS
According to Papancea, AWS offers several advantages for the NLX platform, such as:
- Scalable Services: Including EC2 for computing resources and S3 for storage.
- Robust Security: Ensuring a secure environment for customer data.
- Ease of Integration: Many of NLX’s clients use AWS’s tools, enhancing connectivity and migration options.
Simplifying the Transition to NLX
A noteworthy aspect of NLX’s partnership with AWS is the ease with which customers can migrate between different contact center solutions. For instance, a business using Genesys with Google Dialogflow could transition to Amazon Connect with NLX in just a few days, including quality assurance processes. This flexibility stems from NLX’s unique architecture, which separates the application layer from the underlying infrastructure.
Addressing Increased Demand in Customer Service
In 2022, United Airlines highlighted the need for automation due to a spike in call volumes following the COVID-19 pandemic. The challenge was to handle increased customer interactions without significantly boosting staffing levels. Instead of relying solely on voice technology, NLX implemented a digital channel that keeps the customer on the line while guiding them through the necessary steps, ensuring that the conversation continues seamlessly.
Achieving High Customer Satisfaction Scores
According to recent figures, NLX has automated a significant portion of requests—31% of flight cancellations and 64% of wheelchair service inquiries at United Airlines. This technological advancement has resulted in positive customer satisfaction scores of 82% for cancellations and 90% for wheelchair service requests.
Why Choose NLX Over All-in-One Solutions?
Many organizations are exploring integrated solutions from CRM and CCaaS providers that combine various functionalities within one platform. Papancea argues that the AI landscape is rapidly evolving, and NLX’s modular approach allows for continuous updates and improvements.
This adaptability is crucial as it enables businesses to address their unique challenges without getting tied to a single vendor, ultimately leading to better service offerings and customer satisfaction.
