Create Custom Workflows

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Hammond Workflows

Hammond uses Natural Language Understanding (NLU) and intelligent, conversational-based routing to comprehend your customers. Hammond is powered by machine learning and gives customers self-service abilities first, leveraging sentiment analysis to move conversations to a live agent when needed. Agents benefit from real-time analysis to take critical information from customers and take immediate action. Gone are the days of customers having to 'Press 1' and go through multiple automated, frustrating prompts to reach the right department. Hammond can understand natural human language, whether written or spoken. Hammond Workflows integrate directly into Salesforce and Zendesk to allow for easy data lookups.

 

One workflow, any channel

Seamless administration allows all channels (Voice/Video/Chat/Text) to share a single workflow design. And A/B testing will show you which workflow best suits your customers. Route customers through different versions of the same workflow to maximize value.

 

View the process from beginning to end

Our visual design tool makes it easy to drag-and-drop, creating custom workflows for even the most complex routing requirements. Unify all of your conversation routing plans into one visual document. Automatic versioning control lets you change your mind without worry since all changes are automatically versioned for easy review and roll back to previous versions.

 

 

Built to empower agents, not replace them

Bots and agents blend perfectly together, removing customer frustration by transitioning frictionlessly between the two. One system connects everyone--customers, bots and agents. Self-service is 90% less expensive than customers being automatically connected to a live agent every time. Our platform provides a holistic view of customer activity, letting agents quickly review conversations and recommendations.

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