Local Financial Services Group Professional Provident Society (PPS) collaborates with Silicon Valley-based company Uchour to enable digital communication with its customers using conversational artificial intelligence (AI) solutions.
PPS says there is a growing need for more personalized experiences and that it is using technology to achieve this. The company is built on Ushur, which engages customers via email, apps, and SMS using conversational AI and intuitive business process automation workflows.
The company claims that conversational AI allows PPS to create a conversation via text message, and the technology is also expanding its availability around the clock, even on weekends.
“The old communication channels are no longer sufficient or desired by today’s customers, still connected and mobile-focused,” says Simha Sadasiva, CEO and co-founder of Ushur.
“We are delighted to see that PPS is taking a customer-centric approach by partnering with Ushur to transform customer journeys across all channels.
“The need to focus on the customer experience has reached an inflection point,” notes Sadasiva.
Commenting on this partnership, Jacques Loubser, CIO of the PPS Group, said: “Our world has changed. The way we work and do our business has changed, with increasing demand that we look for different and sustainable ways to meet the needs of our customers.
“This partnership with Ushur promises to increase our engagement with our customers and give the necessary impetus to our automation ambitions. As we expand these capabilities, our customers will benefit from more personalized, real-time responses. Our employees will be able to handle larger queries with a more personal touch. ”
PPS says that between April and May 2021, it communicated with over 4,000 of its members and customers using the new platform.
“The resulting level of engagement was very encouraging. Our members found this platform easy to use and they were able to start using it instantly, ”says Paul Gichuru, IT Manager at PPS.
“We learned that with this technology, we could reduce the effort of our customers while still having them communicate at their convenience. “