Meet Maxx - Maxxia’s AI-powered Conversational Concierge
Announcement posted by Epictenet Pty Ltd. 07 Aug 2019
Since 1990s, customer journeys have been evolving from branches and stores to navigation based self-servicing digital channels. Customers needed to learn to operate these channels and they often operated in silos. The advancement in Artificial Intelligence, Machine Learning, Natural Language Processing and Data Science technologies now allow us to make every customer interaction a seamless human-like conversation with immediate personalized responses.
Immediacy and customer responsiveness are the experiences that sets business apart from the others.
At Maxxia, the customer comes first. Maxxia a division of McMillan Shakespeare Group delivers an omni-channel digital touchpoint capacity with Maxxia customers during and outside of working hours, providing self-servicing options and personalising customer-engagement across devices, improving their experiences.
Maxxia invested time in understanding emerging technologies relating to customer experience management and evaluated several suppliers including those with a local and global presence. The main objective of platform selection was to;
- automate repetitive customer enquires;
- reduce the cost of servicing & acquisition;
- secure 360-degree view of their customers through advanced analytics to deliver continued enriched experiences
Maxxia partnered with an Australian Fintech, Epictenet to leverage their AI-powered Conversational CX Platform, Joey. The organisation initiated digital transformation program last year and launched a new Intelligent Conversational CX Platform, Maxx, for handing the servicing requests on our website in May 2018.
Damian Babij, Head of Digital for McMillan Shakespeare Group, said “we chose Epictenet as they have a vision which is aligned to our goal to make things easier for our customers and provide better experience.”
Customer engagement with Maxx, Conversation Concierge, has been very good and Maxx has been handling over 10,000 sessions per month. Since the launch of Maxx, the Cost to Service enquiry based transactions has declined by approximately 75% and CSAT has remained positive, the organisation has seen more and more of its customers desire to use the new experience.
At present, Maxx has been assisting Maxxia customers with general & specific queries during their sales journey online while providing exceptional customer service 24/7.
Looking at the positive customer response and acceptance, Maxxia has expanded the use of their platform to other divisions and sales functions to drive added productivity and experience benefits.
Damian further added, “Maxx has been a significant step toward our digital transformation and a potential game changer redefining the Digital Journey of our Customers with a Human Touch.
We were able to deploy the platform quickly and take advantage of the productivity benefits and improved customer experiences promptly. The platform’s automation has beautifully engaged both frontend and backend systems in serving customer's needs which has been a strong differentiator helping us optimise and take our digital investments.
Without Joey we wouldn’t have got to this nimble state of managing customer experiences and expectations. We are now ready to take advantage of other micro services that will further continue to improve in the area of customer engagement.
Our experience with Epictenet continues to be a positive one . It is easy to do business with the organisation, they are receptive and engaging. The organisation continues to develop and deliver new enhanced features as part of their roadmap that we can leverage.”
Epictenet CEO, Ritesh Srivastava, said “Maxxia team understood the power and potential of our platform at the very beginning and I personally look forward to making our platform a big differentiator for their business. We are all about making it quick and easy for customers to do what they want to do.
We have leveraged and simplified the emerging technology to create amazing touch-based mobile friendly user experiences. These experiences allow Customers to Enquire, Acquire and Transact at their Time, Pace, Channel & Device of Choice in familiar messaging experience.
Our platform delivers personalised assistance and is built with the premise of a blend of Human engagement and AI. It also provides transparency and consistency in dealing with customers providing a complete audit trail for compliance.
We train our platform to understand human language, emotions, sentiments, tone, context and nuances of human interactions to strike emotionally engaging human-like conversations with customers to deliver seamless experience 24/7 across all devices.”
Damian Babij Maxxia further added “In tuning the digital conversations further, our goal is to drive cost per lead and engagement further. We are working closely with Epictenet for further downstream integration with other CRM, Social engagement platform assets to maximise the benefit of these systems and to provide a fully integrated view of the customer.
We’ve also been working with Epictenet for expansion to other business divisions of McMillan Shakespeare such as RemServ who are in the process of deploying Joey as a conversational platform.
Our collaborative aim has been to provide seamless journey to our customers setting a new benchmark in the industry.”
About Maxxia:
Maxxia, the flagship entity of McMillan Shakespeare Group an ASX 200 Group is Australia’s leading single source solution provider of salary packaging, novated leasing in Australia since 1988.
https://www.securemaxxia.com.au/
About Epictenet:
Epictenet, an Australian Fintech driving Digital Transformation through an AI-powered CX Platform, JOEY allowing Financial Institutions to Re-imagine Customer Experience through Personalised Interactions across Channels & Devices through Touch, Text and Voice Interface.