ITC DIA Europe

ZAION: AI Powered Contact Center Solution

Written by Roger Peverelli and Reggy de Feniks - Founders The DIA Community on Oct 13, 2020

Zaion, a French start-up and member of DIA’s media partner FinTech Belgium, is expert in augmented customer relationship solutions. They deliver a complete voice customer relationship processing solution based on Artificial Intelligence and is supervised in real time. Their mission: to put the voice back at the heart of the customer experience and enhance the value of human capital.

Thanks to a unique and innovative  callbot technique relying on AI, Zaion places interactions in natural language at the heart of rich and emotional exchanges. Their callbots automate the most frequent and processable conversations in order to introduce flexibility in a model relying 100% on human agents.

Key benefits
Zaion takes on a comprehensive approach:

  • There are heavy investments on R&D and proprietary tools to make sure the callbot technologies are at cutting edge of conversational AI.
  • The architecture is open to integrate existing bricks already used by the customers (especially NLP or dialog manager tools). It also enables reversibility (conversations program and history belonging to the customers).
  • The monitoring tools enable the customers to master the way the callbots handle conversations: they have access to conversations details, and comprehensive KPIs.
  • Their production & customer success department makes sure that conversations constantly run satisfactorily, and regularly improve.

Zaion addresses all markets where customer relationship relies significantly on phone calls: Insurance, Banking, Utilities, E-commerce, Travel, Logistics, etc. They’ve already reached the stage of a scale-up and handle daily large volumes of conversations  (45,000+) in a secure and reliable way. They also implement chatbots, especially those relying on social messaging media, called MessagingBot. Currently, they are in process of delivering a chatbot conversation relying on WhatsApp for a major international assistance company.

How does it work?

Zaion’s callbots automatically handle the simpler tasks; they make human agents more available to handle more complex, value added, and, emotional tasks. Their investments in R&D in order to detect emotions, verbal as well as on verbal, add to this. This enables the callbots to adapt to the customer’s emotion and also detects a specific emotional context (positive as well as negative). Next, it can advise the agent for the next best action, or inform the supervisor in real time that one the agents encounters difficulties and needs help for instance.

Who is Zaion?
Zaion has been founded in Sept 2017 by experts in customer relationship. It already operates in three European countries; France, Belgium and Germany.

”I founded Zaion to revolutionize customer experience through voice and artificial intelligence”, Franz Fodéré, Founding President Zaion.

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