{"id":9476,"date":"2025-08-29T08:44:22","date_gmt":"2025-08-29T08:44:22","guid":{"rendered":"https:\/\/indigitall.ankaa.dev\/?p=9476"},"modified":"2025-08-11T14:04:06","modified_gmt":"2025-08-11T14:04:06","slug":"how-connected-ai-empowers-agents-and-delights-customers","status":"publish","type":"post","link":"https:\/\/indigitall.ankaa.dev\/en\/blog\/how-connected-ai-empowers-agents-and-delights-customers\/","title":{"rendered":"End the &#8220;Swivel Chair&#8221; Nightmare: How Connected AI Empowers Agents and Delights Customers"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false},"categories":[293],"tags":[],"topic":[16,18,37,19],"class_list":["post-9476","post","type-post","status-publish","format-standard","hentry","category-blog-2","topic-artificial-intelligence","topic-communication","topic-content-customization","topic-customer-journey"],"acf":{"flexible_content":[{"acf_fc_layout":"hero_success_story","pretitle":"","title":"How Connected AI Empowers Agents and Delights Customers","logo":null,"image":9477,"card_title":"","card_text":""},{"acf_fc_layout":"body_post","info_title":"","info_image":null,"info_name":"","info_position":"","info_text":"","content_sections":[{"acf_fc_layout":"rich_text","title":"","text":"<span style=\"font-weight: 400;\">A silent drain on efficiency is costing your business more than you know. It\u2019s not a market shift or a new competitor; it\u2019s a widespread internal problem known as the \"swivel chair\" crisis. This nightmare scenario for support teams involves agents having to switch between three to five different applications just to resolve a single customer issue. This constant app-hopping has become the number one drain on team efficiency and morale, leading directly to slower resolution times and deeply frustrated customers.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">At the heart of this \"Disconnection Dilemma\" are the first-generation bots still used by many companies. These older bots are isolated, operating as siloed channels that cannot access external systems. When a customer asks a question the bot can't answer\u2014because the information is in the CRM, a shipping database, or another business tool\u2014it creates a frustrating dead-end. This forces human agents to step in, not as problem-solvers, but to \"clean up the mess,\" leading to significant negative impacts on key business metrics. The direct consequences include:<\/span>\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Higher Average Handle Time (AHT).<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Lower First Contact Resolution (FCR).<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Poor Customer Satisfaction (CSAT) and high agent burnout.<\/span><\/li>\r\n<\/ul>\r\n<h2><b>The Solution: An AI That Does More Than Just Talk<\/b><\/h2>\r\n<span style=\"font-weight: 400;\">Imagine an AI that doesn't just communicate but<\/span>\r\n\r\n<i><span style=\"font-weight: 400;\">acts<\/span><\/i><span style=\"font-weight: 400;\">. This is the power of a modern, Connected AI Agent. It functions as the central hub for your entire digital ecosystem , designed to integrate, execute, and scale. Unlike its predecessors, a Connected AI Agent executes tasks by linking directly to your core business systems.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Powered by an open-standard communication layer , it enables a secure, real-time connection to any data source or tool, from CRMs and databases to Google Maps. This creates true interoperability between your AI and your business , turning the AI into a powerful partner for your human team. This AI-powered chatbot becomes your new frontline, always on and always consistent. It expertly handles repetitive questions and seamlessly routes more complex ones to the appropriate agent , liberating your team to focus on high-value interactions.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This integrated system also bridges the gap between acquisition and retention. By connecting marketing and support, every interaction informs the next, leading to smarter engagement and a cohesive customer experience from start to finish.<\/span>"},{"acf_fc_layout":"simple_image","image":9480},{"acf_fc_layout":"rich_text","title":"","text":"<h3><b>Success in Action: Pasteler\u00eda Mallorca<\/b><\/h3>\r\n<span style=\"font-weight: 400;\">Since its founding in 1931, the renowned bakery Pasteler\u00eda Mallorca has embraced innovation to enhance its customer experience. By partnering with indigitall, they developed a cutting-edge digital communication strategy centered on a Connected AI for their e-commerce platform.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Customers can now interact with \"Bernardino,\" a friendly virtual assistant on WhatsApp, for 24\/7 support. The communication is designed to be user-friendly, featuring a main menu with options for \"Orders,\" \"Products and Stores,\" and \"About Mallorca\". The system allows customers to manage their orders, get information, or seamlessly connect with a live agent for more complex needs. The platform even includes a dedicated channel to quickly transfer users over 70 to a human agent, ensuring accessibility for all customers.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The results of this UX-focused approach have been remarkable:<\/span>\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Over 17,000 users<\/b><span style=\"font-weight: 400;\"> engaged with the service in the first 15 months.<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The system handled<\/span><span style=\"font-weight: 400;\">\r\n<\/span> <b>more than 57,000 order-related conversations<\/b><span style=\"font-weight: 400;\"> between July and October 2024.<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The service achieved an<\/span><span style=\"font-weight: 400;\">\r\n<\/span> <b>excellent Net Promoter Score (NPS) of 77.3%<\/b><span style=\"font-weight: 400;\"> in October 2024.<\/span><\/li>\r\n<\/ul>\r\n<h2><b>A Universe of Use Cases<\/b><\/h2>\r\n<span style=\"font-weight: 400;\">The application of Connected AI extends far beyond a single use case. This technology can transform various aspects of the customer journey:<\/span>\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Lead Capture:<\/b><span style=\"font-weight: 400;\"> The AI agent can automate the lead capture process 24\/7 by gathering information from non-subscribed users and registering them as leads directly into a client\u2019s CRM.<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Booking Management:<\/b><span style=\"font-weight: 400;\"> It acts as an intelligent appointment manager, capable of understanding natural language to check availability, create appointments, reschedule, and process cancellations.<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Proactive Upselling:<\/b><span style=\"font-weight: 400;\"> By leveraging customer recommendation engines, the bot can proactively shift a conversation to offer a product aligned with the user profile and context, helping to achieve business goals.<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Product Search and Purchase:<\/b><span style=\"font-weight: 400;\"> The agent can suggest products based on Browse data and purchase history, and even includes a built-in shopping cart directly within WhatsApp to streamline the buying process.<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Cart and Form Retargeting:<\/b><span style=\"font-weight: 400;\"> It automates retargeting messages based on user behavior, proactively resuming an incomplete process via WhatsApp or another channel to boost completion rates.<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Post-Sales Follow-Up:<\/b><span style=\"font-weight: 400;\"> The AI can collect NPS or other user feedback and automate the resolution of post-purchase FAQs, such as invoice requests, cancellations, or product changes.<\/span><\/li>\r\n<\/ul>\r\n<span style=\"font-weight: 400;\">By serving as the intelligent and proactive gateway to the entire customer journey , a Connected AI agent guides users smoothly from initial contact to conversion and beyond. This integrated approach leads to more qualified leads , delightful support that builds loyalty , and ultimately, increased conversions and customer lifetime value<\/span>\r\n<h2><\/h2>"}]}],"featured_image":9477,"featured_video":null,"channel":[4250,3026,222,7477,2965,9094]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Connected AI Empowers Agents and Delights Customers<\/title>\n<meta name=\"description\" content=\"Confused by CRM, CDP, &amp; CEP? 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