Unlock the full potential of all of your enterprise data and elevate your business to new heights of efficiency and customer engagement with C1 Elly.
The advent of Generative AI (GenAI) has led to a technological transformation that we have not seen since the birth of the Internet. Its impact on intelligent virtual assistants (IVAs) has been no less profound, significantly expanding the scope of what IVAs can achieve and the impact that they can have across any organization.
However, as organizations attempt to implement new GenAI-based IVAs, they are still struggling to effectively deliver AI-based capabilities that result in tangible business value. Reasons include integration complexity, data quality challenges, skill and resource limitations, and the lack of a clear return on investment. That is, until now.
Introducing C1 EllyTM
To address these challenges, C1 created its Artificial Intelligence Center of Excellence to develop the technology and the methodology needed to successfully deliver AI automations. The team got to work creating a new type of virtual assistant that not only took advantage of generative AI, but was also built on C1's unique ability to integrate into data across the enterprise. The result is C1 EllyTM. C1 Elly allows organizations to successfully take advantage of GenAI to deliver automation initiatives across the entire organization, including finance, marketing, sales, HR, IT and contact center, streamlining operations, reducing overhead, and significantly improving service delivery.
C1 Elly is a radical departure from today’s IVAs. It advances the technology by leveraging over 200 pre-built integrations that provide access to systems and data, constantly monitoring and tuning the human authenticity of automated interactions via C1's proprietary Human Experience Quality Index and providing context and intent to seamlessly continue the conversation with a human colleague.
AI is the most disruptive technology since the birth of the Internet. It promises to change how we interact with data and applications, bringing productivity to new heights. The challenge for users is that each application vendor has its own flavor of AI, creating silos of experiences and insights. If this trend continues, workers will be buried under the weight of AI assistants obviating any benefit derived from it. C1 Elly is the first cross-platform AI tool that creates a single experience that spans all of a business's applications and data. This brings the benefits of AI without the complexity created by forcing workers to use multiple systems.
- Zeus Kerravala, CEO
Unlocking new possibilities for efficiency and innovation through automation
Through its pre-built integrations, C1 Elly can easily take advantage of an organization’s data, applying expert curation, pre-processing, and data governance to provide fast and accurate answers and deliver natural and authentic interactions in 127 different languages. It also ensures the highest quality interactions thanks to answers that are based on company-specific data, confidence scoring that indicates uncertainty levels, and custom guardrails that mitigate AI risks such as hallucinations.
C1's experience and work with customers have identified that AI implementations are successful only when all the following are accomplished:
- The potential business value has been clearly identified.
- Integrations with data and into workflows are frictionless.
- Using and maintaining the solution is simple and easy.
- The AI handles gritty tasks, so workers can focus on high-value activities.
Based on these learnings, the C1 approach is a fully managed service that includes:
- Data Setup and Management: C1 simplifies the data preparation process by organizing and uploading information for seamless integration.
- Model Development, Training: C1 tailors C1 Elly to deliver responses that align with a brand's standards and values.
- Continuous Optimization: C1 regularly monitors and refines C1 Elly's business outcome tracking and performance to keep pace with evolving business needs.
The expert Artificial Intelligence Center of Excellence team partners with organizations and their IT teams to provide a solid data foundation, industry-leading design services, careful implementation, and ongoing tuning, training, and maintenance.
C1 Elly is the latest innovation in the C1 portfolio of products that drive value for our customers by creating connected human experiences for an organization's employees and customers.
How to put C1 Elly to work
With all of C1’s learnings combined with our extensive AI-driven innovations, organizations are now able to hire C1 Elly to perform any number of tasks across any function, including:
| APPOINTMENT MANAGEMENT Customers can self-schedule, reschedule, and cancel appointments. |
EVENT REMINDERS Proactively send reminders on any channel. |
HR/IT HELPDESKS Reduce ticket volumes by guiding users to self-service resources for common issues. |
AUTHENTICATION Enhance security by verifying user identity through multiple methods. |
ESCALATION ROUTING Accurately route customer calls to the most suitable support based on predefined criteria. |
| PAYMENT PROCESSING Enable secure, instant payments with a single click. |
COLLECTIONS Streamline debt recovery with automated reminders and payment options. |
FAQS Provide instant answers to frequently asked questions. |
TRAVEL CONCIERGE Provide personalized travel planning, recommendations, and updates automatically. |
CRISIS HELPLINES Offer immediate automated support and triage for crisis situations, 24/7. |
| FEEDBACK SURVEYS Collect customer feedback through automated survey distribution and collection. |
VOICE Manage and route voice calls, reducing the need for live agents. |
DIGITAL Handle inquiries across email, SMS, and social channels. |
AGENT COPILOT Equip agents with real-time information and suggestions during customer interactions. |
EMPLOYEE COPILOT Support employees with on-demand access to policies, procedures, and information. |
And so much more.
Since deploying the C1 intelligent virtual assistant, we’ve achieved authentication rates up to 80% and IVA containment rates for the payment app reaching 76% so far in 2024. These results demonstrate and validate what’s possible. Working with the C1 team has ensured we’re able to realize the potential of those possibilities.
- BETHANY CROSS, AVP CUSTOMER SUCCESS
