IT Brief New Zealand - Technology news for CIOs & IT decision-makers
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Ambit to highlight Digital Employee business benefits
Thu, 17th Feb 2022
FYI, this story is more than a year old

Conversational AI platform Ambit is hosting a webinar to develop understanding of the uses of digital employees to provide long-term company benefits.

Ambit says digital employees provide scalability, create leads, offer greater customer satisfaction and additional revenue for companies, as well as being affordable and low-cost.

In addition, they can manage multiple customer enquiries at once.

Website enquiries take around six minutes to connect a customer with customer service with a major brand; Digital employees make it instant.

Ambit's webinar will discuss the role and provide further understanding of a Digital Employee within a customer service team.

Furthermore, the company will offer insight into best practices on the Customer Service Delivery Flywheel.

Founded in 2017, Ambit counts Noel Leeming, Vector, Mercer Financial Services and Tower Insurance as major customers.

The webinar comes after a venture for the company.

In August 2021, Ambit prepared a Series A raise to assist with international market validation, expansion and hiring new team members.

The pandemic caused significant shifts in the way consumers expect to engage with brands, including rapid adoption of messaging by consumers and 24/7 online shopping.

Ambit acknowledged many had turned to conversational AI as retailers, financial service providers and utilities had attempted to remedy the situation to offer constant and consistent customer service, cope with unexpected spikes in demand, and introduce more automated guided selling.

The raise was intended to capitalise on this global industry change.

Ambit also noted that investors were keeping an eye on these developments, with large international trade acquisitions resulting in less independent conversational AI companies.

In August, Hootsuite announced its acquisition of Heyday, a Montreal-based conversational AI platform, for US$41 million, recognising that commerce is rapidly moving onto social and messaging platforms. This deal follows one in April in which Microsoft announced it will acquire another conversational AI company Nuance for US$19.7 billion in cash.

"We are extremely well positioned as brands seek partners to respond to macro trends in consumer shopping behaviour and our own growth path to go to market for investment," says Tim Warren, chief executive and co-founder of Ambit.

"Natural language processing is evolving and chatbots are improving their understanding of the sentiment and emotions felt by customers, to provide ever more sophisticated levels of service," he says.

"The value of Ambit's dataset is increasing exponentially with each new customer as our AI learns from every chat, deepening domain knowledge and offering ever more nuanced conversations."

In recent months Ambit signed Pulse Energy as well as two major travel-related brands, Southern Cross Travel Insurance and Online Republic.

Global travel eCommerce group Online Republic, part of digital travel business Webjet Limited, has launched an Ambit conversational AI chatbot, Wheelie, to scale up and support its customer service for its two global land travel brands, Airport Rentals and Motorhome Republic. Motorhome Republic, one of the largest motorhome rental agencies in the world, and Airport Rentals, a leading player in the global car hire marketplace, will benefit from the additional 24/7 customer support and clever capabilities of Ambit's AI platform.

In July 2021, Ambit signed an exclusive partnership with Vodafone to bring its enterprise-grade chatbot platform underpinned by AI and natural language processing, designed to deliver 24/7 personalised customer service, to its contact centre customers across Aotearoa.

The New Zealand-focused webinar will be taking place on Tuesday 22nd February 12.00pm local time and an additional Australian-focused webinar will be happening on Wednesday 23rd February at 2.00pm local time.

Registration for both webinars is available here.