News helps Puzzel deliver seamless customer journeys

1 min read Call Services has expanded its strategic partnerships through a new agreement with Puzzel. The partnership enables Puzzel's customers and partners to access Koopid’s next-generation, AI-powered Customer Experience Orchestration platform, designed to enable seamless self-service customer journeys.

Koopid’s powerful AI and machine learning models, connect siloed channels and delivers a single brand experience to customers, meeting them at their preferred channel and at their desired interaction pace. All customer interaction data is persisted and curated for analysing context, automation opportunities, personalising customer interactions and increasing agent productivity.

Koopid’s technologies can now be integrated into many contact centre solutions, enabling seamless transitions from AI-driven customer self-service to live human assistance on chat or voice, while providing agents with conversational context together with a record of current and historical interactions. This delivers an improved customer experience as well as operational benefits across both digital and voice channels.

Rob Wiles, Partner Channel Director at Puzzel, commented “Koopid are perfectly aligned to help our customers and partners with the increasing demand for instant and hyper-personalised experiences. Puzzel and Koopid can now deliver this experience via the customer’s chosen channel – Web, Mobile, Voice, Social or SMS. I’m really pleased to welcome them to our eco-system.”

"I am delighted to be partnering with Puzzel, where Koopid can provide an additional digital overlay on existing contact centres. Elegant customer facing experiences utilising Koopid’s conversational UI + natural language for self service, easily automates use cases by seamlessly extending the self service journey to the contact centre agent. Working with Puzzel we can radically simplify Conversational AI implementations with Koopid’s no-code tools for business users." Said Venkatesh Krishnaswamy, CEO, Koopid.

“Our customers have deployed solutions in domains like banking, citizen services, IT services, advisory services, travel, hospitality, healthcare and boutique retail. We hope that this relationship will further extend the significant lead that we enjoy in the AI communication space, while also expanding the Koopid footprint in the European market,” added Krishnaswamy.