Shared Services Connected Ltd (SSCL) has announced an exciting partnership with PolyAI as it launches Customer Experience Management – revolutionising traditional contact centre services with next-generation AI technology.

Customer Experience Management is a new proposition from SSCL, combining its industry leading expertise in multi-platform contact centres with innovative technology capabilities from parent company Sopra Steria. These customer experience hubs use all the latest technology and over 10 years of industry award-winning operational excellence.

SSCL’s experienced customer advisors will be supported by the latest PolyAI digital voice assistants – accessible virtual agents attuned in ensuring vulnerable customers are looked after and complex cases are resolved quickly.

At this week’s DigiGov Expo delegates can find out more about the service and take part in exciting real-time PolyAI demonstrations. The customer experience delivered means the caller can speak naturally, change topics and interrupt – replicating conventional conversations – as their issue is resolved.

Marco Ndrecaj, Director of SSCL Customer Experience Management said: “We’re delighted to partner with PolyAI to propel us into the technological future of customer service and experience. This innovative conversational AI solution seamlessly integrates with our state-of-the-art omnichannel platform, creating a bespoke front-end experience that ensures a smooth user journey and builds on our industry leading First Contact Resolution (FCR) rate of 93% and a Customer Satisfaction Score (CSAT) of 94%.”

Nikola Mrkšić, CEO & Co-Founder of PolyAI, agreed: “As a Cambridge spinout headquartered in London, the PolyAI team is thrilled to provide our world-class voice assistants to enable SSCL’s ambitious plan in advancing what’s possible in customer experience. A more accessible government is a more proficient government, which makes for a better served constituency.

“And as a British company with more than a hundred employees living throughout the UK, this is fantastic news.”