Step 0: Knowledge
Knowledge: a smart knowledge base for better customer support
With Archie Knowledge, our AI-powered knowledge base, your team has instant access to the right knowledge when needed. This module improves the efficiency and quality of customer interactions while carefully managing and securing information. Give your team the tools to work faster, smarter and more securely, and provide seamless and reliable service to your customers.
Intelligent search functionality
Thanks to advanced vector search technology and AI-driven embeddings, Archie understands and finds not only exact keywords, but also the semantic meaning behind your query. So you always get the most relevant knowledge articles, processes and work instructions, within a few clicks
Controlled access
Information is managed separately so that only customer experts have access to sensitive documents. Customers see only what is relevant to them.
Super fast and reliable
Our built-in COPC quality assurance ensures that all information is always current, accurate and consistent.
Smart features
Sticky notes display important knowledge articles as digital yellows on your dashboard. The 4-eye principle ensures security by checking new articles before publication.
Step 1: Agent Assist
Agent Assist: your assistant for effective customer interactions
With Archie Question & Answer, your team gets the support they need during customer interactions. This AI-powered agent assistant ensures that employees find the right answers instantly, based on information from Archie’s Knowledge module. No wasted time, no confusion—just efficient and reliable support when you need it most.
Rapid response
Employees get instant access to the most relevant information so they can help faster and better.
No hallucinations
By using retrieval-augmented generation (RAG), answers are always reliable and accurate.
Super fast feedback loop
Built-in COPC quality assurance ensures that information is always current and consistent.
Improved KPIs
With faster and more accurate support, you can improve average handling time (AHT) and increase first-time resolution (FTR). This reduces repeat contact, boosts customer satisfaction, and optimizes performance.
Easy use and management
The intuitive interface makes it easy for employees to find answers and for administrators to keep the module up-to-date.
Bi-directional multilingual
Archie automatically supports every language. Employees can answer questions in any language with responses that are automatically translated—quickly, efficiently, and without errors.
Step 2: Conversations
Conversations: let Archie communicate directly with your end customers
Archie's Conversations module transforms customer interactions into smooth, efficient and personalized experiences. This module combines the power of a smart chatbot, insights from the Knowledge module and driving actions through the Action Center. The result? Customers are served faster and better regardless of the language they speak, while your team always remains in control thanks to a seamless human handover.
Smart chatbot with human support
The Conversations module starts with a smart, AI-driven chatbot that answers the most common questions quickly and accurately. When a more complex situation arises, an employee effortlessly takes over the conversation.
Instant access to the right information
Thanks to integration with the Knowledge module, both the chatbot and employees have access to reliable and up-to-date information.
Automatic actions
The Action Center automates processes directly from calls, such as scheduling appointments, processing returns or sending status updates.
Valuable insights
Real-time analytics, such as sentiment analysis and trends, optimize interactions and provide input for data-driven and strategic decisions.
Personalized service in any language
Conversations is fully bidirectional and multilingual. Customers can ask questions and receive answers in their own language, while employees also have direct access to translated conversations.
Human touch when needed
Although AI handles much of the work, Conversations always allows for human intervention. This ensures that your customers feel understood and valued, even in complex situations.
Step 3: Automate Actions
Automate Actions: the power of Archie in action
With Archie, you not only discover valuable insights, you also automate immediate actions that make a difference for your organization. Our advanced AI technology and smart Action Center give you the tools to effortlessly turn data into impact.
Smart process automation
Automate repetitive tasks and accelerate workflows with intelligent process automation. Archie analyzes incoming requests and routes them directly to the right department or employee, making your team more efficient and helping customers faster. Let AI optimize repetitive processes and save valuable time.
Automated customer solutions
Let AI solve common customer questions instantly and accurately. Archie understands questions and provides real-time answers or solutions, without employee intervention. This reduces the workload on your team and increases customer satisfaction through fast and consistent service.
Real-time follow-ups
Keeps customers proactively informed with smart, automated follow-ups. Archie analyzes customer interactions and sends timely updates, reminders and follow-ups without manual intervention. Improve customer experience and increase retention with efficient follow-up.
Smart integrations
Link effortlessly with your existing software and external systems. Archie integrates with CRMs, ticketing platforms and other business tooling so that data and workflows automatically sync for more efficient operations.
Step 4: Insights
Insights: valuable insights
& continuous improvement
Discover valuable insights Archie analyzes customer interactions and translates them into actionable insights.
Trend Recognition
Identify recurring themes and act proactively.
Sentiment Analysis
Understand customer emotions and focus where necessary.
Performance Improvement
Measure your customer service effectiveness in real time.
Efficiency
Resolve bottlenecks in processes before they become problems.
Step 5: Voice
Voicebot: telephone customer interaction
The Archie Voicebot lets customers easily communicate in the customer's preferred language. The voicebot offers the same smart functionality as the chatbot, including automated processes through the Action Center. By handling common calls automatically, you reduce the pressure on your service team and save costs, while increasing customer satisfaction.
24/7 accessibility
Archie Voicebot ensures that customers are always helped, day or night. Whether it is simple questions or urgent problems, Archie is ready with an answer immediately.
Consistent and accurate responses
The Voicebot uses the same knowledge base as Archie Question & Answer and the Archie Conversations module. As a result, customers receive the same consistent and reliable response over the phone as they do through other channels.
Natural speech recognition
Thanks to advanced speech recognition, Archie understands not only words, but also the context of a question. This makes interaction fluid and natural.
Integrations with systems
Archie Voicebot easily interfaces with existing systems via APIs. Think of retrieving customer data, making changes or placing orders.
Smart interconnection
When a question becomes more complex, Archie seamlessly switches to a collaborator.
Multital support
Archie Voicebot can make calls in multiple languages. This way you support international customers in a uniform way.
