INSPIRED BY KIWI INNOVATION
Imagine contacting your bank or mobile phone company at any time day or night and be instantly connected to someone who recognises you, is attentive and concerned about your problem, recalls your transaction history and resolves your problem there and then - a genuine one-call resolution each time. Then, if you were to call 12 months later the company would immediately remember you.
FaceMe’s ‘digital employee’ never leaves their job and constantly learns from each customer transaction, continually gathering vital customer data. Furthermore when they meet a customer face to face or over Skype they respond according to each customer’s emotional state.
These are not robotic ‘synths’ that create good science fiction stories. Digital employees only ever exist on the phone, computer or tablet or in-store with the sole purpose of providing amazing customer experiences.
FaceMe have a background of world-firsts and continue to focus on making complex technology, simple and accessible. FaceMe’s recent project, Nadia, was the first ‘Virtual Assistant’ built for over 460,000 people with disability in Australia; FaceMe is now challenging all businesses to review their approach to digital customer interfaces.
From their Smales Farm base in Auckland North FaceMe are enabling customers in New Zealand, Australia and the USA.
FaceMe recently won the Virgin Business Challenge, voted The Most Likely NZ Startup to Succeed Internationally. This gave FaceMe access to mentoring from Richard Branson and built the foundation for FaceMe to become an international business.
Danny Tomsett, FaceMe’s founder says “Amazing customer experience is about people and AI working together in a pervasive way with immediacy, personalisation and empathy being core. We know people are great at building relationships and doing complex tasks; AI has an incredible ability to learn and complete high volume transactions. We believe this approach is the recipe to re-define Customer Experience.”
Customers’ expectations of service are higher today than ever before and have such a significant weighting on both loyalty and wallet share. As customer experience increasingly becomes a key strategic driver for most firms, the traditional contact centre will be disrupted by Artificial Intelligence, estimated to be a $47b market by 2020. www.faceme.com
FaceMe's founder and CEO Danny Tomsett in conversation with digital employee Elyssa.
Grow North articles are written by CEOs that call the Grow North Innovation District home. Edited by Kel Marsh. A free service.
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