Directly

San Francisco, CA

https://directly.com/

(800) 787-3176

Customer Service: Call center automation (CCA), messaging applications (MES)

Core technologies: Speech recognition (SR), Speech synthesis (TTS), Natural Language Processing (NLP), Speaker Recognition (SKR), Translation, Machine Learning (ML)

Analytics

Scope: Specialized (SPC)

System: Cloud-based (CLD)

Summary

  • “Directly offers critical infrastructure to make all virtual agents work with 5 simple API calls”
  • The Directly Platform includes an expert network and daily trained machine learning models to deliver automation that improves the customer experience by interpreting a customer’s “intent” within specific topics.
  • AI-powered predictive routing determines which questions are best handled by a network of subject-matter experts, who provide live assistance over digital messaging channels. This “crowd-sourcing with rewards” platform can support complex interactions, such as technical support, as well as more conventional interactions.
  • The algorithms integrate with existing customer relationship management platforms and messaging apps, including Microsoft’s Bot Framework, Salesforce’s Einstein Bot, Oracle Service Cloud, Zendesk, and Google’s Dialogflow.

    Delving Deeper

Directly’s platform integrates into support channels to understand customer issues, automate common solutions, and engage community experts. This enables customer support leaders to resolve customer issues with a mix of automation and human support.

Directly specializes in providing natural language processing to interpret a customer request, working through cloud-based Application Programming Interfaces (APIs). Directly’s platform uses machine-learning algorithms trained by thousands of subject matter experts. The experts analyze contact center interactions to automate answering inquiries and prevent customer issues, identifying the customer’s “intent.”

The agents are paid by the number of times their interpretation is used by the automatic system. The system learns which agents are best at certain topics. An answer for a given topic is used more as it proves more successful.

The Directly platform and reward approach can handle complex transactions. For example, a company can provide Directly with contact information for heavy users of its products to draft as experts. This allows providing expert answers to complex questions, such as required often in technical support. Once the system discovers that a specific answer satisfies a category of intent, that answer can be reused without being redeveloped.

The algorithms are designed to integrate with existing customer relationship management platforms and messaging apps, including Microsoft’s Bot Framework, Salesforce’s Einstein Bot, and Oracle Service Cloud, Zendesk, Google’s Dialogflow, matching chatbots and human agents with customers across channels in a unified experience