Demonstrating the art of possible with AI powered virtual assistants

Overview

With exceptional customer service the new battleground for the majority of businesses, Contact Centres have been thrust into the spotlight as being the ‘face’ of the brand. But amongst the height of the ‘great resignation’, a move to hybrid working and a sharpened focus on providing a top-notch customer experience (CX), businesses require a solution that helps maximise the value live agents deliver.

AT&T Intelligent Virtual Agent (IVA) is an AI powered assistant that can remove menial tasks from high value agents, automate workflows and extend customer operations in multiple languages across all demographics.

This programme was to highlight the art of possible with IVA and how implementation benefits the business, the employees and the end customer.

Client

What we delivered

With an agnostic approach to tailoring the AI engine that sits at the heart of the Intelligent Virtual Agent, we helped AT&T to position the flexibility of the solution to the market.

The Rubicon Agency was commissioned with developing core use cases, highlighting market differentiation and vertical application. These were brought to life through vertical explainer videos, market briefings, sales playbooks, product sheets and customer presentations.

The programme also incorporated complementary AT&T services that would help deepen engagement and expand the footprint of AT&T within prospect accounts.

What did the campaign achieve?

The programme was run in the US, both for direct sales as well as being expanded into partner marketing activity. The campaign closed several Forbes 1000 accounts as well as expanding the AT&T footprint within existing Contact Centre deployments.