At Marianne Strokirk, everything we do stems from our commitment to our guests. We truly believe that it goes beyond simply ensuring they look their best — they should feel welcome and understood. It is a culture we’ve built over the years. While trends come and go, what people really want is to discover a true expression of themselves. Our mission is to make that journey easier by delivering a salon experience that is transformative, collaborative, and effortless. And Concerto’s AI front desk co-pilot has been a tremendous addition as we work towards that goal.

“Our patients would try to connect at their convenience but got stuck with voicemail and complicated booking forms,” said the General Dentist. He also noticed the toll it took on the staff. Every morning, the staff had to juggle multiple tools to schedule appointments, check insurance, and get back to patients who left messages on voicemail. This approach was overwhelming and took up a lot of their time.

Going to a spa is all about peace and comfort. This much-loved Thai spa wanted to help its guests feel the downtime before they even stepped foot in one of its locations. For this, it turned to technology.

Grant seekers have tons of questions in mind while searching for suitable programs: eligibility criteria, application process, important dates, and more. Reading through many pages' worth of data to find relevant information can be overwhelming.

At the installation company’s contact center, there are dozens of representatives attending to customer calls continually, addressing issues ranging from product queries to sharing dealer contact and recording feedback. But despite their best efforts, at any given time, there were at least 4 customers in the line, waiting for their turn. And some callers simply dropped off, perhaps never to call again.

That’s not all. Of the 10,000+ queries thrown at it, the conversational assistant showed an excellent resolution rate of 95%.

The goal of search is to dig out answers, but traditional search comes with its own limitations like offering too narrow a search radius, for instance. This put the retail major in a fix. While it promoted the value of finding solutions to all customer needs efficiently under a roof, it forced its own employees to navigate miscellaneous sections and tabs in search of answers. Storing knowledge in silos this way not only made data inaccessible, but the whole process became cumbersome.

When COVID-19 hit and the world was crumbling, e-commerce companies stepped in to serve consumers better than ever before. The stats clearly speak for India, the fastest-growing e-commerce market of 2020. It’s no surprise then that everybody’s go-to online shop in the country saw a steep rise in usage, and in turn, deliveries. This also meant the support teams at its contact centers were maxed out.

Owned and managed by the same family over the last century, WAM Partners is now in its fourth generation. The history of this company started way back in 1904. It incorporates the architectural, engineering, and social innovations of the 19th Century, which evolved with time to meet the pulse of the ever-modernizing city. It would have been hard to imagine the ways in which the world would change in the following decades, but WAM Partners always had a vision to scale with the times. One that convinced the company that if its millennial prospects expected to connect with it in the middle of the night, that’s exactly what it would help them do.

Landing a new job is only a little less exciting than landing on the moon itself for most people. It’s only natural that while settling into the role, employees have all sorts of questions about the company policies, benefits, vacations, compensation, and the like.

Concerto HR Buddy is unique. Seamlessly combining the search functionality and question-answer module on voice, it helped employees of this tech giant feel heard. The conversational interface essentially evokes the same feeling as speaking to an experienced and empathetic executive.

Being helpful is said to trigger a neural pathway in humans that lowers stress. Now imagine having to be helpful by repeating the exact same answer over 10 times in an hour. How about 100 times in a day, every day? Not many help desk staff at the organization found it very stress-relieving. They’re not at fault; they’re only human. Guess what isn’t human, yet stepped in to back them by doing such repeated tasks efficiently, applying human-like conversation strategies!

Self-service is a win-win. With every passing week, the organization is cutting down the overhead required for customer support while students report higher rates of satisfaction with the AI-powered conversational assistant.