Brings all customer conversations from WhatsApp, Messenger, SMS, web chat, and more into a single, threaded interface for agents.
Uses NLP to understand customer intent and automate responses with chatbots, and can suggest agent replies using generative AI.
Automatically directs incoming conversations to the most appropriate agent or team based on skills, language, issue complexity, or workload.
Provides dashboards and reports on key metrics like response time, CSAT, agent performance, and common customer intents.
Enables businesses to initiate personalized, context-rich messages to customers for notifications, updates, or check-ins.
A large e-commerce retailer uses Sparkcentral to manage thousands of daily inquiries about orders, returns, and product info across WhatsApp and Facebook Messenger. AI chatbots handle common tracking requests, freeing agents for complex issues. The unified inbox ensures a customer's conversation history is available whether they message via web chat or a social app, leading to faster resolutions and higher customer satisfaction scores.
A telecom provider integrates Sparkcentral with its CRM to offer support via SMS and Apple Business Chat. The platform routes billing questions to finance specialists and technical issues to network support teams. Proactive messaging alerts customers about data usage or plan upgrades. This reduces call center volume and provides a convenient, digital-first support channel that customers prefer.
A bank uses Sparkcentral to securely guide new customers through account setup via a branded web chat. AI verifies identity and answers FAQ. For fraud detection, the system sends proactive, secure SMS alerts through the platform, allowing customers to quickly confirm or deny transactions. This enhances security and trust while automating a high-friction process.
An airline centralizes customer communication for booking changes, flight status, and baggage claims. Passengers can message via their preferred channel (e.g., WhatsApp) and receive automated updates on delays. Agents use the platform to handle rebooking en masse during disruptions. This provides a seamless, stress-free communication layer throughout the travel experience.
A large enterprise deploys Sparkcentral as an internal employee helpdesk. Employees ask IT or HR questions through a Slack integration or web portal. AI routes tickets and provides instant answers from the knowledge base. This defers simple queries, speeds up resolution for employees, and gives internal teams clear metrics on request types and resolution times.
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15Five People AI is an AI-powered platform used within hr people ops workflows. It helps teams automate repetitive steps, surface insights, and coordinate actions across tools using agent-based patterns when deployed with proper governance.
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