Self-Service & Automation

Self-service solutions such as IVRs and chatbots can
improve your customer experience and efficiency.

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The future of self-service is customer-led automation

Delivering services efficiently while meeting customer expectations is a critical element of remaining competitive. Integrating self-service automation options is a proven way to dramatically increase customer satisfaction, reduce inbound call volumes and improve contact centre efficiency. It allows the end-user to resolve problems without assistance, freeing up personnel to focus on more critical issues. If self-service isn’t part of your customer service strategy, it should be.

GSN solutions incorporate technology for online, digital and cann centre chatbots for self-service and automation. We maximise business efficiency by seamlessly blending interactions with assisted service to ensure customer expectations can be met. Customers will appreciate having easy access to your service desk as well as the continuous flow of information provided. Discover GSN solutions that deliver instant help.

Reduce resource demand by automating common tasks

GSN technology provides the solution for many common repetitive processes that require customer interaction and utilise valuable employee time.  With advanced capabilities such as voice recognition, biometric security and pre-built self-service modules for banking, finance, insurance, retail, logistics and telecommunications GSN can enable customers to self-serve on voice platforms with seamless transition to assisted service when necessary.

GSN’s extensive software development capability provides for the integration of self-service platforms with just about any back end or line of business system.

Call centre chatbots are changing customer service

Long after the initial hype, call centre chatbots and chatbot vendors Australia wide continue to grow in popularity. They’ve become more adept at talking to and understanding us. In turn, businesses and consumers have become more comfortable with this type of interaction. In call centre environments, chatbots have supported customers with basic queries and eased the load for customer service agents.

Customers are increasingly expecting quick and simple access to self-service tools so they can resolve their enquiry themselves. With a chatbot solution from GSN, you’ll enable your customers to get information and perform transactions themselves. In doing so, you reduce their frustration with having to wait in a queue, and you free up your agents to handle more complex matters.

Automate common tasks & simple enquiries

In most contact centres, a large volume of customer enquiries are straightforward and could be handled without agent intervention through the use of self-service or automate solutions. GSN technology provides solutions for many common repetitive processes that require customer interaction and utilise valuable employee time. We can enable customers to self-serve on voice platforms with a seamless transition to assisted service if necessary.

Our solutions bring together Human and Artificial Intelligence to enable customer and employee engagement across your business. We offer advanced capabilities such as voice recognition, biometric security and pre-built self-service modules for banking, finance, insurance, retail, logistics and telecommunications. We provide virtual agent, chatbot, live chat and knowledge management solutions to empower your organisation to provide consistent, personalised and fast access to information across all channels.

Get your customers to the right resources for resolution, quicker

Choosing the right resources for a particular interaction requires a business to understand a combination of skill, knowledge, location, scheduling, cost and availability balanced with acceptable customer wait time. GSN solutions provide flexibility to meet the most complex interaction requirements, selecting the right resources and enabling seamless transition across resources as the customer experience requires.

The right resources for a faster resolution

Choosing the right resources for a particular interaction requires a business to understand a combination of skill, knowledge, location, scheduling, cost and availability balanced with acceptable customer wait time. GSN solutions provide flexibility to meet the most complex interaction requirements, selecting the right resources and enabling seamless transition across resources as the customer experience requires.

Our solutions let you answer many common customer enquiries – fast – and if the customer interaction starts to become more complex, we seamlessly transition your customers to a live agent to ensure continued positive experience. Our extensive software development capability provides for the integration of self-service platforms with just about any back end or line-of-business system.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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