Digital Strategy: Business Development and Sales through Improved Customer Engagement

Providing clients with a unique experience has become a necessity for any successful customer engagement strategy. The way people communicate with businesses has been evolving at a rapid pace. Although the traditional means of communication, such as in-person meetings and phone calls, are still in use, other integrated methods of reaching customer support are gaining more popularity. Communicating with prospects and customers using the platform they prefer allows support teams the flexibility to provide assistance wherever and whenever the customer wants. This project focuses on developing and deploying a Conversational AI to improve both operations and customer engagement. Using Conversational AI, we would be able to dramatically improve customer satisfaction, by automatically capturing analytics and providing personalized solutions, and profits, by minimizing the amount of time a customer service agent must spend on the phone solving problems. This project is a partnership between Mitacs, Queen’s University, and BizXL Solutions and will help our industrial partner improve customer acquisition and experience.

Faculty Supervisor:

Elspeth Murray

Student:

Partner:

BizXL Solutions

Discipline:

Business

Sector:

Professional, scientific and technical services

University:

Queen's University

Program: