Customer expectations for contact centers have never been higher. Efficient, accurate, and personalized interactions are now table stakes. Further, the pandemic, labor shortages, and unprecedented agent turnover have made it clear that automation is required to improve, or even just maintain, service levels.
Enhancing customer service through automated voice and chat
With websites, apps and phone trees, finding information to answer a simple question can take 10 taps and three wrong turns before eventually getting to a relevant answer. Allowing customers to ask questions using their natural language and immediately receiving a relevant response can be a much more intuitive and efficient way to get that question answered.Katie Jelicich UX Research & Convo UX Consultant, Kin + Carta
Virtual agents, implemented by Kin + Carta, can engage with customers across multiple digital channels, scale to meet demand, and be customized to deliver personalization enabling human agents to focus on higher-level, more strategic customer interactions.
We’ve been partnering with Google Cloud since 2017 to bring the latest and greatest in automated natural language understanding (NLU) technology via CCAI and Dialogflow to our clients across a variety of industries.
Our conversation experts include designers, researchers, engineers, and testers well versed in the application of voice and chat technology across different channels.
Why use virtual agents?
Working with us
Kin + Carta's conversational architecture and depth of autonomous conversations is unmatched. Our teams pair-programmed, and normed around some pretty sound engineering practices. They became an equal-opportunity partner.Director, Retail
Every showcase and interaction left me learning something new about the technology, facilitation, nuances of human speech or even pattern recognition. Kin + Carta started by building on some strategy work to help us identify our key strategic drivers around the voice experience with our customer.Director, Retail
Kin + Carta covers the entire spectrum of what an ideal partner looks like: Raw technical talent to deliver an innovative solution, strategic & product-centric mindset to building a new consumer-facing application, while keeping the customer and end result front & center.Customer Engineering Manager, Google Cloud
We partnered with Kin + Carta to help automate a popular in-vehicle feature aimed to improve customer experience, reduce operating costs and scale to other parts of our Call Center Operations. Kin + Carta was able to deliver a high-quality proof-of-concept in a matter of weeks. Can’t say enough good things about them!Product Owner, automotive company
A Google Cloud Partner
As certified partners across the Google Cloud Platform and Google Marketing Platform suite, we bring the very best of our technology, product and change capability to address our customers’ challenges and deliver the desired outcomes.Learn more