The 2022 Gartner Hype Cycle report on CSS technologies said, “many customer service organisations are striving for better levels of automation and proactive services than current-generation FAQ-style chatbots and virtual customer assistants can deliver.”
Video Contact Centre functionality, predicted to go mainstream in 2-5 years, is one of the innovations within the ‘Getting Connected’ pillar of the 2022 report. This category focuses on delivering a channel-agnostic, architected design to create customer service journeys, including intelligent self-service.
Vyntelligence’s AI/ML-powered, Video Collaboration & Intelligence platform, empowers customers to self-report issues or request new service with short, guided video eliminating a physical site survey.
Vyn Customers dramatically improve response times by scanning a QR code or clicking a 24/7 link to asynchronously ‘show & tell’ a new service request or to report an issue instead of waiting on a contact centre queue or having to fill complex forms.
Integrated with multiple communication channels and business systems, Vyn’s AI automatically labels and categorises the rich contextual video data, triages and prioritises the job to automate supervision. Field service staff benefit from reduced site visits and rich information to get their jobs done right the first time. In addition, customer service staff benefit from a rich & searchable video-knowledge database.
Kapil Singhal, Co-founder & CEO of Vyntelligence said:
“We believe this Gartner recognition is testimony to the impact Vyntelligence has delivered to its global clients (including EDP, Northumbrian Water, Severn Trent, Welsh Water and Cadent Gas) in 20 countries and 6 languages.
Vyntelligence enables a 360 view of CSAT scores by connecting customers and support teams to improve Customer Experience and Operational Efficiency.
Our decade-long commitment to R&D and sustainable innovation, enabling a first time right quality & safety culture, is beginning to make a significant impact both on customers and the climate by reducing carbon miles and material waste”
(1) Gartner, Inc. “Hype Cycle for Customer Service and Support Technologies, 2022” by Drew Kraus. July 19, 2022
GARTNER and HYPE CYCLE are registered trademarks and service marks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Vyntelligence (or “Vyn™” for short) gets more ‘Jobs done’ – Right First Time – saving time, carbon miles and costs by creating smart collaboration within distributed teams & experts. Vyn’s pioneering & patented deep learning Video AI technology is simple-to-deploy for deskless workers and customers delivering a personalised experience.
World’s first Enterprise Work Intelligence platform, Vyn empowers organisations to deliver global infrastructure and services faster, to address climate challenges (ESG) with a safer, smarter & sustainable workforce. Users, in over 20 countries & 6 languages, can capture & collaborate on complex information in the field (e.g. reports/assessments/issues/claims) as video data in minutes on their smartphones and say goodbye to cumbersome form filling and time-consuming contact centre calls. Vyn’s AI extracts value from this video data to predict next actions, making it easier to get more done with fewer experts remotely.
In the process, Vyn is building a unique and sustainable competitive edge with a searchable video knowledge base. Vyn SmartVideoNotes™ patented technology is easy to Drag & Drop in any enterprise workflow with secure APIs.