While the contact centre environment is traditionally characterised by high turnover rates and low job satisfaction, Grapevine Interactive is helping make the reverse true.

“By effectively combining AI agent development with service automation workflows and unified agent inboxes, Grapevine Interactive is helping free up human contact centre workers to concentrate on the more complex and the less routine,” says Jody Mitchell, Chief Operating Officer (COO) of Grapevine Interactive.

WhatsApp is a powerful engine for customer engagement and satisfaction and AI agents enable companies to deliver instant, personalised support 24/7.

Credible AI chat, however, is not so easily achieved. Grapevine Interactive, a leading digital communications and enterprise messaging partner, has created a niche offering for organisations serving any large group by paying special attention to the workflows that are the foundations of convincing AI-based experiences.

From initial contact to resolution, automated workflows define how AI agents interact with human customers as they intelligently route, assign and escalate service requests over WhatsApp.

Grapevine Interactive will not only uniquely reduce response times, improve agent efficiency and scale appropriately to meet demand with the industry’s best-designed workflows, the firm achieves powerful automated chat by building unified customer service inboxes to manage all customer conversations over WhatsApp.

The result of Grapevine Interactive’s multidisciplinary team of developers, business analysts, automation specialists and project managers devoting many hundreds of hours to the triple AI approach of agent development, workflow design and inbox management is AI agents handling routine tasks such as answering FAQs and lead qualification.

“Many agents that are passionate about the industry cite the ability to solve client problems as their original reason for joining,” explains Jody.

“We’re giving call centre agents their mojo back and we think tens of thousands of highly-motivated problem solvers working in the interests of consumer needs and wants has to be good for the economy,” he says.

“Our clients’ call centre agents can now focus on more satisfying work and that’s a lot of welcome extra motivation flying around corporate South Africa following Grapevine Interactive breathing life into AI and inbox management,” concludes Jody.

Grapevine Interactive is the preferred integrated communications partner of many premier brands across diverse business sectors including finance, retail, hospitality, logistics and others.

Grapevine Professional Services stands ready to help medium to large enterprises understand how digital automation systems can radically boost Customer Experience Management.