CCR Magazine

You are here  :Home arrow News arrow Sidetrade launches DigitalCase, a new Artificial Intelligence solution for customer relations,
Contact Us Newsletter Signup RSS Feeds

Latest News Headlines

Headlines

 
Commercial Credit News

Headlines

 
Sidetrade launches DigitalCase, a new Artificial Intelligence solution for customer relations, PDF Print E-mail
Tuesday, 26 September 2017
Sidetrade (Euronext Growth: ALBFR.PA), dedicated Artificial Intelligence customer engagement platform, announced the launch of DigitalCase on Friday 16th June 2017 during the VivaTechnology event.

Available since the 21st of September, this new solution can improve the quality of customer relationships by equipping Customer Services teams with Artificial Intelligence technology to facilitate claim handling.

Oliver Novasque, Sidetrade Founder and CEO, states: “DigitalCase greatly simplifies the work of the Customer Service, regardless of the department it belongs to. In an increasingly demanding customer environment, client relationships are essential to stay competitive. Artificial Intelligence now allows all companies to optimize their customer engagement.”

Artificial Intelligence at the service of the customer’s satisfaction
In the digital age, customer relationships evolve towards conversational. Today, Sidetrade adds DigitalCase to their software suite, a solution dedicated to improving customer relationships. Sidetrade becomes the first Artificial Intelligence platform to cover the entire customer cycle and now targets Marketing, Sales, and Finance as well as Customer Service departments.

“DigitalCase puts Artificial Intelligence at the service of customer relations. Free from low-value tasks, such as identification of the representative, the nature of the problem, and guided in their collaboration with the parties involved in its resolution, Customer Support teams can now fully devote themselves to what matters most to them: the satisfaction of the client,” explains Jean-Cyril Schütterlé, Sidetrade VP Product and Data Science.

The power of Deep Learning and Machine Learning
A collaborative customer service ticket management solution, Digital Case accelerates the resolution of disputes and claims via Artificial Intelligence.

Deep Learning’s algorithms make it possible to identify and to qualify the customer’s e-mails to automatically assign the requests to the Support Agent in charge of the account. The e-mails are classified according to the type of the customer’s requests. Service engagement levels are calculated based on the nature of the ticket to process. The information coming from any contributor are internally shared and automatically consolidated in a single access point. Communication becomes more relevant, every claim is assigned, response and processing times are considerably improved by a more collaborative and efficient work. Finally, Customer Service drives its productivity through real- time dispute resolution dashboards.

“DigitalCase Artificial Intelligence is not designed to replace a human, but to reposition Customer Service on some topics with higher added value. The company thus reduces friction with the customers and improves its responsiveness and efficiency. The customer conversations are simplified and the Support Agents transform themselves into real experts,” adds Jean-Cyril Schütterlé.
 

 Forums International Ltd

Forums International Ltd

 Attendance at your first meeting is free of charge, and please quote reference 'CCR2016' to receive the special 10% discount off of your first annual subscription.

Find out more here.

latest issue

CCR Cover

The latest edition of CCR Magazine, the leading editorial publication in the UK credit industry, is out.

Read the latest issue online

subscriptions

CCR is the premier magazine for consumer and credit professionals. It provides an independent voice to the industry, breaking major news stories and running in-depth features.

As a magazine, it works with and campaigns on behalf of the credit industry to promote its importance as a centre of potential profit and business development to the wider business world.

Subscribe to CCR Magazine

CCR World Magazine


 

Providing information and analysis for thousands of senior credit professionals worldwide, every quarter.

Find out more

GTS Media Ltd
81 Cambridge Road
Southend-on-Sea
Essex
SS1 1EP

Registered in England No: 05483197