Ciptex has developed a multi-channel, self-service contact centre solution for housing charity Shelter to support people at risk of homelessness.
By using Ciptex’s technology, powered by Twilio’s customer engagement platform, the aim is for every Shelter caller to have their own advisor. This will ensure that mainline advisors will have more time to focus on emergency and high-priority cases, delivering information quickly to people who can’t get through to a live advisor.
The first phase of the project involved replacing Shelter’s previous core contact-centre services with a live online chat service in addition to voice recognition. The second phase will introduce a chatbot to triage enquiries, with future phases linking the chatbot to an augmented-AI advice tool.
