Using Thunai’s Integration With Vonage to Boost Your CSAT
All customers have urgent, repetitive questions MOST of the time.
The problem?
They expect instant and personalized service, which is usually not really possible for larger companies.
This is ONE big problem that our clients in the retail and services sectors run into.
But here’s how their support teams that use Vonage solved common customer questions up to 60% by integrating Thunai.
What is Vonage?
Vonage is a leading cloud communications platform known for its suite of CPaaS (Communications Platform as a Service) and UCaaS (Unified Communications as a Service) solutions. For most companies, in fact, Vonage acts as a central communications hub.
Vonage helps teams address customer conversations across voice, chat, SMS, and even video. By doing this, the platform supplies the necessary tools that allow you to make calls over the internet as well as manage all customer interactions from one place.
However, the live agent still has a great responsibility to handle complex product policies. Agents must find specific customer data, like order histories or subscription details.
How Does Thunai Improve Automate Customer Support on Vonage?
Connecting Thunai’s AI abilities with Vonage changes a company's support center. The department moves from a reactive one to a proactive, intelligent operation. Thunai securely links to your Vonage Contact Center system and API gateways.
This Vonage AI connection then listens in on conversations as they happen. The system uses your existing knowledge base (which we call the Thunai Brain). This base holds internal return policies, technical documentation, and product details.
From this, Thunai figures out what the customer wants and makes use of contact center automation to help by:
1. Addressing Customer Problems Instantly With AI Agents
Finding the source of customer churn this way uses up a lot of resources.
Thunai’s Reflect AI automatically goes through and studies every single conversation from your Vonage platform.
Moreover, our AI agents also cover calls, emails, and chat, addressing customer issues empathetically and answering them autonomously based on the knowledge base you upload.
- Thunai also catches repeated complaints about checkout errors or mobile app problems, which becomes useful for the product team.
- For SaaS companies, it points out gaps in procedures like a technical onboarding process with too many steps. Something that can cause new users to give up on the platform.
- This Contact center automation sorts out conversation histories. This gives deep context for business decisions. This helps in deciding which features to work on in the next development sprint.
2. Faster, More Accurate Information With Thunai Enterprise Search
In complex support or high-turnover retail, making a customer wait is not just frustrating. A long wait can also be a sales risk if the agent gives the wrong information.
This is why Thunai’s Real-Time Agent Assist gives real-time help that allows every agent to perform with high accuracy.
- While an agent speaks with a customer on a Vonage call, Thunai listens in and understands the problem.
- This Vonage AI connection then pops up a Solution on the agent’s screen. This card contains the verified, current answer. This makes sure every message is correct and follows brand guidelines.
- For difficult subjects like SaaS API setup or complex E-commerce return policies, the AI can pull up details from your knowledge base.
3. Automating Common Queries With AI Voice, Chat, and Email Agents
E-commerce agents spend a large part of their day answering the same simple questions. With this Vonage AI connection, you can set up automatic agents. These agents give instant answers for these common requests.
Thunai's Autonomous AI Voice Agent plugs directly into your Vonage Voice API flow. The agent acts as the intelligent brain behind your support number. An AI agent can securely check a user's identity.
This allows the agent to deal with frequent calls. Your team can then direct its attention to difficult customer problems.
- An E-commerce AI agent can understand spoken requests, for example, to track an order or to return an item.
- The system connects with backend systems (like Shopify or Magento) to give specific, real-time answers. For example, your order #88021 is out for delivery and should arrive today.
- A SaaS AI agent can take care of L1 technical questions 24/7 without any human help. This includes queries about password resets or pricing tiers.
4. Capturing Value from Every Customer Interaction With Thunai Reflect AI
For high-value SaaS or B2B E-commerce clients, support and success are handled over video. Vonage’s Video APIs and Vonage Business Communications (VBC) platform are perfect for these high-touch sessions. Thunai makes sure no value is lost.
Thunai's AI Meeting Assistant automatically joins in, transcribes, and sums up every call (on VBC, Zoom, Meet, etc.).
- This tool is more than a transcriber. The assistant identifies different speakers. The assistant also extracts key topics, feature requests, and complaints.
- The system automatically generates concise summaries with clear action items. This gets rid of the need for note-taking by your Customer Success Managers.
- This Vonage AI connection allows your team to pull up information from the Thunai Brain live. This means during the meeting, they can answer customer questions instantly.
5. Turning Support Interactions into a Revenue With AI Agents
Making sure that 100% of customer conversations are reviewed for opportunities is a high priority. Manual quality checks can only review a small number of calls. Thunai’s Revenue AI watches every conversation.
This AI tool analyzes 100% of your Vonage interactions to find hidden sales opportunities.
- This Vonage AI connection automatically spots buying signals on customer calls. These include a customer saying they need to add more user seats or competitor mentions.
- For E-commerce, the system spots upsell opportunities. For example, a customer might ask for a product bundle or inquire about gift cards.
- Thunai then automatically creates a high-confidence opportunity in your CRM (like Salesforce). Vonage is already connected to this CRM. This lets your sales team follow up on warm leads. The process turns your support center into a profit center.
Spend More Time on Creating Great SaaS & Retail Experiences: Use Thunai to Lower Your Workload
The connection of Thunai with Vonage speeds up how fast issues are solved by 10X. More importantly, using this Vonage AI connection unlocks your team's ability to deliver real value.
By automating order status requests and L1 technical questions, you give your agents the ability to become trusted advisors. They can act as part customer success manager, part personal shopper.
Using this Thunai combination with Vonage lets your team direct its attention to the complex work. This kind of work requires empathy and builds up customer loyalty.
Try it out! See how Thunai can change your support process.
FAQs When Using Thunai and Vonage for CX Automation
What is Vonage Contact Center (VCC) used for?
Vonage Contact Center (VCC) is a cloud platform for contact centers. E-commerce, Retail, and SaaS companies use it to look after all their customer conversations in one place. The platform is the system for handling voice calls, chats, and SMS. The system also helps send questions to the right agents and check on performance.
How is customer support automation used in E-commerce and SaaS?
Automation is used widely in E-commerce and SaaS to make work faster and more accurate. Beyond chatbots, the field includes other technologies. E-commerce companies for instance, use automation for automated order processing, inventory alerts, and managing return logistics. SaaS companies, on the other hand, typically use it for automated user onboarding sequences, subscription billing reminders.
How does Thunai connect to Vonage?
Thunai connects to Vonage's platform as an intelligent layer. For the Vonage Contact Center, the system uses API connections to get to call audio in real-time (for Real-Time Agent Assist). The system also analyzes call data (for Reflect AI). For Vonage's Voice APIs, Thunai's Autonomous Voice Agent can act as the intelligent brain behind the phone number. This setup takes the place of a traditional, rigid IVR system.
What is AI customer support for SaaS?
AI customer support for SaaS is the use of artificial intelligence to handle and improve customer service. This has many layers. An AI Chat Agent (like Thunai's) can be trained on all your technical documentation to supply 24/7 self-service. A tool can also be used to assist agents, like Thunai's Agent Assist.
