AI Omni-Channel CS Platform

customer support faster and more accurate

Connect, interact and serve customers seamlessly at every touch point from traditional channels to social networks on a single AI platform.
Flexible solution for every business

Deployment of packages or seamless integration into existing infrastructure

Full-solution
  • Deploying package, "Plug-and-play" for businesses that do not have a customer care system.
  • Includes: PBX, CRM, Ticket Monitoring, Omni interface, AI Chatbot & Agent Assist.
  • Variety of features, extended tasks: schedule, check order status
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Extended section structure
  • Flexible connection to the system you already have (CRM, PBX, Ticket Monitoring …)
  • Synthesize it all into a single Omni interface, increase management efficiency & customer experience.
  • Helping to take advantage of old infrastructure, reduce conversion costs.
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AI platform for multi-channel customer care

Voicebot AI of Primas flexibly adapts to a variety of operations in the fields of finance, banking and customer care, meeting the specific requirements of each industry.
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Operating partners of leading enterprises

Businesses with complex operation requirements choose primas to solve the most difficult problems.

Proven technology capabilities

We are experts on the technology platforms you are operating.

Oracle
SaleForce
Avaya
3CX
jadscomn
trend
Redex
Actual success

Serving customers at the right time, at the right place

Problem: Customers must manage multiple channels of information from websites, mobile apps, emails, chats, social networks, etc. Although creating convenience for buyers, businesses have difficulty in dispatching customer care personnel for each channel, often complaining about delayed response problems, not solving problems even though complaints through different channels.

Solution: Using the Omni-Channel CS Platform solution, all customer communication channels are merged into one desktop interface.

Employees can directly call, chat with customers or immediately check the purchase history without having to switch tabs or open any more applications.

Result:

  • Reduce request processing time by up to 50%
  • Increase customer retention rate by 12% after 2 months
  • Increasing the rate of processing requests at first
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Problem: Customers have 5 clinic branches in Ho Chi Minh City. After launching the phone application, most patients still call to make an appointment via hotline, text message and other social media applications, causing many appointments not to be confirmed or confirmed, but customers cancel the appointment, leading to wasted resources.

Solution:
The AI Omni-Channel CS Platform integrates all communication channels (email, phone, chat, social platforms) and provides a single interface for medical staff to see the entire history of interaction and patient requirements. AI assists in categorizing requests, automatically creating tickets and prioritizing emergency problems such as emergency calls or health assistance requests.

Result:

  • 30% off response time: Requests are handled quickly and accurately thanks to synchronization and AI support.
  • Handling requests more accurately: Employees easily access patient information and real-time interaction history to respond to the right needs.
  • Enhance the experience: Patients receive immediate and effective support, reduce anxiety and increase satisfaction.
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Actual results

Outstanding performance from Primas AI Omni-Channel Platform

60%

Call center operational
cost savings

30-50%

Increased conversion rate thanks to personalized experiences

Synchronized

Customer data and conversations across all channels

Reason for choosing us

Optimize operation & customer experience with Primas AI Voicebot

30 years of experience deploying Enterprise Solutions

Primas provides a small to large multichannel management and multichannel management solution for financial institutions and governments in the US, Thailand, and the Philippines – with high compliance capacity and a clear understanding of business processes.

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Model AI was developed exclusively by Primas for the Vietnamese market, understanding the specialized context even with complex industries in terms of consulting and security requirements such as medical care, banking, insurance or e-commerce.

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Support Avaya, Cisco, 3CX and multiple legacy systems through middleware security. No need to change the infrastructure or process at – fast deployment, stable operation.

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No intermediaries. A team of experienced engineers, in the same time zone, ready to provide technical support in 2-4 hours.

Customers are accompanied by the team that builds the system, ensuring quick handling and continuous updates according to practical needs.

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The implementation process has been standardized, from setup to go-live in just 2-3 weeks.

Includes technical testing, compliance evaluation and performance optimization. We are committed to a clear roadmap, ensuring the system comes into operation effectively and in accordance with the requirements.

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Solve business problems

Why should businesses choose Primas' multi-channel solution?

Current real problem
Discrete care channel
Each customer care channel (telephone, email, chat, social network…) often operates individually, data is fragmented.
Employees have to deal with multiple systems
Employees have to switch back and forth between multiple systems, easy to miss information or slow processing.
Manual recognition and classification
The recognition and classification of manual requirements and the process of finding discrete information are not only time consuming but also easy to cause errors.
Consuming training and operational resources
spend a large amount of resources for training, operation and recruitment to expand communication channels with customers.
Voicebot AI Solution
Multi-channel merge on one interface
All communication channels (voice, chat, email, WhatsApp, Facebook Messenger…) are merged on the same interface.
Auto-connect history and create tickets
Automatically connect the entire history of interaction, personal information, and create employee tickets.
AI classifies, smart feedback hints
AI automatically records, classifies requirements, suggests intelligent feedback based on customer history and enterprise knowledge repository.
Easy to expand channels, personalize the experience
Easily add new channels, personalize care content based on customer's 360-degree profile.
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Outstanding Features of AI Omni-Channel CS Platform

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Comprehensive customer portrait 360°

Consolidate, sync and display all information, history, customer context from multiple channels on a single platform to personalize the experience and improve customer service efficiency.

  • Recording the conversation transcript in real time, the agent can update the ticket right during the exchange with the customer.
  • Conversation history on all communication channels (voice, chat, email) is aggregated into one platform.
  • Automatically create a ticket and display the customer context, interactive history when there is an incoming call. Easily integrates with CRM, the available tools of the business.
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All-in-One working interface

An optimal workspace for the operator, combining all interactions with customers into a single, easy-to-use interface.

  • Eliminate switching between tabs and reduce processing time by up to 60%.
  • Access full customer history through all communication channels.
  • Access the instant knowledge base to solve problems quickly.
  • Real-time emotional analysis helps to prioritize important issues.
  • AI Agent Assist helps Reduce response time by up to 30%.
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AI PBX Assistant

Virtual assistant replaces the operator to accurately memorize knowledge base and learn from every interaction with customers to provide smart suggestions in real time.

  • Save more than 2 hours a day for employees by eliminating information search and context switching.
  • Increasing the problem-solving rate at the first time thanks to the context-fitting hints.
  • Minimize Escalate situations thanks to AI Native automatically detecting emotions.
  • 30% reduction in response time thanks to smart hints.
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AI Knowledge Base

An optimal workspace for the operator, combining all interactions with customers into a single, easy-to-use interface.

  • Eliminate switching between tabs and reduce processing time by up to 60%.
  • Access full customer history through all communication channels.
  • Access the instant knowledge base to solve problems quickly.
  • Real-time emotional analysis helps to prioritize important issues.
  • AI Agent Assist helps Reduce response time by up to 30%.
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Smart Ticket Management

Smart Ticket Management automatically classifies, prioritizes and tracks every customer's problems.

  • Create automatic tickets from chat and calls based on employee workload.
  • Customize Ticket Priority and Status Process to suit your business needs.
  • Gather all the tickets on a single dashboard for a full overview.
  • Automatically generate performance reports to optimize ticket processing efficiency.
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Answers

Frequently Asked Questions

Primas AI Omni-Channel CS Platform solution has a variety of integration options through APIs or channels/gateways according to customer requirements. Therefore, businesses can integrate solutions with existing CRM, ERP, website, fanpage, switchboard.

Yes. This platform is designed to flexibly connect with the tools and systems that businesses are using, such as CRM, ERP, website, fanpage, switchboard, etc. through APIs or on-demand gateways, helping businesses make the most of the available infrastructure.

Primas AI Omni-Channel CS Platform supports a variety of channels such as Web Chat, WhatsApp, Facebook Messenger, Email, PBX, and many other channels, all of which are merged on a single interface for employees.

The platform provides 360-degree customer profiles, unifying the entire history of interaction, customer information and context from every channel on one smart screen, making it easy for employees to monitor and serve customers effectively.

The AI Assistant platform provides smart feedback suggestions, quickly retrieves information from the knowledge repository, and supports automatic ticket creation, helping employees process customer requests more quickly and accurately.

Yes. The system supports recording and converting call and chat content into text (real-time transcription), making it easy to store, look up and analyze.

When a call or message arrives, the system will automatically create a ticket, save the interactive history and categorize the requirements to handle according to the appropriate process.

The platform can integrate and exploit the current knowledge store of the business, or use Primas’ sample knowledge repository, helping employees always have accurate information to support customers.

Built-in intelligent search engine based on AI, help employees quickly retrieve necessary information from the customer knowledge or history store.

Yes. The platform’s AI constantly learns from the actual interactive data, which improves the quality of suggestion, feedback, and optimizes the customer care process.

The interface is designed to be unified, intuitive, helping customer service staff to operate easily, manage multi-channels, tickets and customer information on a single screen.

30-Minute Free Consultation.
No obligations.

On your call, you’ll discover how you can use AI customer service to:

  • Increase efficiency with intelligent automation
  • Enhance your digital CX across channels
  • Empower your human agents with AI-powered assistance
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Talk To Our Experts

Schedule your free, personalised demo at a date and time that works for you

Talk To Our Experts

Schedule your free, personalised demo at a date and time that works for you