Solutions/Lifecycle/Care

Digital experiences for customer care

Call deflection to digital self‑service. Channel swapping. Proactive digital service. Agent assisted digital payments. Omnichannel care.
Rapidly build secure customer applications to service customers where they are – web, mobile, voice.

  • 2x call center efficiency
  • 30-40% call deflection to self-service
  • Integrate with your contact center or service software
  • Rapid front-end development for omnichannel delivery
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OpenTable increases contact center efficiency with self-service

Customer Story

The top online restaurant reservation service rerouted customer support calls to digital self‑service and live chat to scale operations for 31 million diners and 60K restaurants. As a result, OpenTable cut down contact center costs and wait times while improving CSAT.

  • 10% of calls rerouted to chat
  • 25% of chats supported by Airkit
  • Integration with Talkdesk
Read customer story
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Care use cases

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Call deflection to digital self‑service
Manage call volumes while expediting resolution times with self-service digital journeys for common requests.
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Channel swapping
Lower cost per call by automating channel swapping (e.g., voice to chat)
to engage customers without losing context.
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Proactive digital service
Address customer issues before they occur. Use digital to notify service changes and update account information.
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Agent assisted digital payments
Augment agent experience with PCI- compliant digital payments. Pre-built integrations with Stripe and Plaid.
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Digital self-service

Manage call volumes with self‑service digital journeys for common requests (e.g., account updates, service changes, beneficiary updates). IVR deflection to self‑service decreases agent AHT while increasing CSAT from faster resolution times.

Components commonly used

  • IVR flow
  • Built-in TCPA compliance + mobile opt-in
  • Digital form
  • Chat bot
  • Omnichannel notifications
  • API integrations with core systems
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Channel swapping

Lower cost per call by automating channel swapping (such as voice to chat) to engage customers without losing context and data.

Components commonly used

  • IVR flow
  • Built-in TCPA compliance + mobile opt-in
  • Chat bot
  • Omnichannel notifications
  • API integrations with core systems
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Proactive digital service

Automate digital journeys to quickly address customer issues before they occur. Notify customers of service changes/updates and activate collection of customer account information.

Components commonly used

  • Built-in TCPA compliance + mobile opt-in
  • Chat bot
  • Omnichannel notifications
  • Digital form
  • API integrations with core systems
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Agent assisted digital payments

Augment agent experience with PCI‑compliant digital payments. Agents trigger a digital journey to the customer during a live session. Pre‑built integrations with Stripe and Plaid.

Components commonly used

  • Built-in TCPA compliance + mobile opt-in
  • Chat bot
  • Omnichannel notifications
  • Digital payments
  • API integrations with core systems
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