Hansen Redefines Customer Support with Cutting-Edge AI Agents
Introducing Hansen’s Advanced AI Virtual Agent
Hansen Technologies, a top-tier provider of software and services for the energy, utilities, communications, and media sectors, is at the forefront of technological innovation with its latest offering: an advanced AI Virtual Agent. This state-of-the-art solution, designed for seamless integration into Customer Information Systems (CIS), aims to transform the customer support experience by handling essential service tasks like account setup, updating customer information, and processing payments.
Addressing Industry Challenges
As businesses globally strive to enhance customer satisfaction, the pressures on call centers continue to escalate. Traditional customer support methods often lead to slow response times and dissatisfied customers. In this context, Hansen’s AI Virtual Agent emerges as a game changer. By leveraging artificial intelligence, the agent is capable of managing complex customer inquiries across various communication channels, such as voice, email, SMS, and chat interfaces. This multifaceted approach not only shortens response times but also elevates the overall customer experience, fostering operational excellence.
Optimized for Efficiency and Effectiveness
Equipped with large language models fine-tuned for industry specifics, Hansen’s AI Virtual Agent significantly enhances the productivity of customer service teams. The innovation is presented as a Software as a Service (SaaS) model hosted on AWS cloud infrastructure, ensuring robust performance and scalability. Notably, the agent supports multiple languages, allowing it to cater to a diverse customer base. The continuous development of this agent aims to refine its functionalities, making it an invaluable asset to any customer service strategy.
Insights from Hansen’s Leadership
David Castree, President of Energy & Utilities at Hansen, emphasizes the importance of this technological advancement: “As we launch Hansen’s AI Virtual Agent, we are excited to offer a solution that not only integrates smoothly with existing systems but also enhances the capabilities of call center agents. This innovation is set to lower the cost per engagement by up to two-thirds and alleviate the volume of inquiries that human agents need to handle.”
Strategic Partnerships for Progress
To expedite the development and deployment of its AI Virtual Agent, Hansen has strategically invested in Dial AI, a forward-thinking software engineering company. This collaboration is pivotal in ensuring the AI solution meets the industry's dynamic needs and provides exceptional service quality to clients.
The Future of Customer Service With Hansen
Hansen Technologies remains committed to leading the charge in customer service innovation. By developing cutting-edge solutions like the AI Virtual Agent, the company aims to empower utilities and communication providers, helping them navigate the challenges of modern customer interactions effectively. Hansen’s extensive software portfolio now not only enables businesses to manage customer data and revenue processes but also supports the creation and delivery of new products, enhancing their competitive edge.
Frequently Asked Questions
What is Hansen’s AI Virtual Agent?
Hansen's AI Virtual Agent is an advanced AI solution designed to improve customer support efficiency by managing various service tasks through multiple communication channels.
How does Hansen’s AI Virtual Agent enhance customer service?
The Virtual Agent reduces response times and increases satisfaction by handling complex queries simultaneously across voice, email, SMS, and messaging platforms.
What industries does Hansen Technologies serve?
Hansen Technologies provides software and services primarily to the energy, utilities, communications, and media industries.
What investment has Hansen made in AI technology?
Hansen has invested in Dial AI, a software engineering firm, to enhance the development of its AI Virtual Agent and ensure it meets industry requirements.
What are the benefits of using Hansen’s AI Virtual Agent?
Benefits include lower engagement costs, improved customer experience, seamless integration with existing systems, and the ability to handle high volumes of inquiries.
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