Expertflow hosted a customer experience event at the Radisson Arboretum in Nairobi on April 4th, 2023. Amongst the 40 attending clients were major Banks, Insurance Companies, Government Authorities and NGOs.
The presentation and discussion looked at how to enhance their existing customer service. An outlook showed how existing Expertflow software would be enhanced and unified with new API-first objects such as customers, rooms, conversations, sessions, and conversation metadata.
Three topics were discussed in more detail:
- Enhancing mobile banking apps for clients with unified communication capabilities such as secure over-the-top free voice, video, screen share and chat. Scheduling capabilities to receive callbacks by their private banker or customer support.
- Use of Artificial Intelligence both for digital (chat, email, social) and for voice and video in the form of Speech Recognition, Natural Language Understanding (available in localised Swahili), Voice and Face Biometrics, Transcription, and detection of toxic language or fraud.
- Expertflow is moving towards a pay-per-use subscription model of its software as a cloud service. These can be public or private clouds, but the main driver is automated flexible scaling, continuous integration/ deployment (no more upgrades).
The presentation can be found here.
Khidher Adam from eipiea.com provided an initial animation.