Alexa integration to enhance the customer experience

The company has integrated the smart home assistant into its suite of self-service customer care capabilities, opening the door for Zappix customers in the Retail, Healthcare, Utilities, Insurance, and other industries to leverage Amazon Alexa’s Natural Language Processing (NLP) and offer consumers personalised in-home, voice-controlled assistance.

“Integrating with Amazon Alexa is a great fit for Zappix and our drive to meet consumers where they are,” said Yossi Abraham, Zappix president. “We are committed to offering our clients’ customers what they need when they need it through all of the of self-service channels they use. With the proliferation of IoT and Smart Home Devices, smart assistant capabilities are necessary for true omnichannel solutions in 2019.

"Zappix has unveiled integrations between its cloud-based suite of products and Amazon Alexa devices at the National Retail Federation's 2019 Retail's BIG Show in New York City. Integrating with Amazon Alexa is a great fit for Zappix and our drive to meet customers where they are."

The technology stands to add value to Zappix customers looking to add customer service automation and simplify the process by which consumers check order status, process returns, modify account details, and complete other customer service tasks.

Scott Mattocks, Zappix VP of Engineering, stated: “Zappix customers can immediately enjoy the benefits of integrating Amazon Alexa as part of the Zappix portfolio. Our cloud-based, open platform and drag-and-drop Zappix Studio make launching and editing new implementations fast and seamless. Together with Zappix products like Visual IVR and On-Demand Apps, Amazon Alexa integration will help deflect more calls from live agents, increase call containment, and increase customer satisfaction while reducing costs.”

Integrating with Amazon Alexa expands an already diverse Zappix product offering, aimed at providing On-Demand Customer Service Solutions to consumers and automating tedious workflows while empowering contact centre agents to focus on high-value, complex customer service calls.