Orion is powered by an artificial intelligence model trained specifically on your historic customer questions. The engine allows Orion to truly understand what your customers are talking about.

All incoming questions are analysed by Orion

Orion routes questions to the proper assignee.

He applies labels or tags, can add priorities and custom fields.

He is even capable of extracting important data such as VAT number, bankaccount, customer and file numbers,...

Orion's menu

Select your automation preferences and combine it like you want.

Automatic handling of high-volume low-complexity questions

Low complexity

When Orion is very certain, he answers automatically, using the configured template for that type of question. On average 5% of all questions can automatically be handled.

Preparation

Some questions require a lot of repeated traffic between the client and the agent before a file is complete.
Help your agents gain time by preparing a file for them.

Deflecting towards self-help articles

Contact form assistant

Answer your customers questions the moment they are typing it by (re)using your available selfhelp articles and redirecting the customer to the most suitable one(s).
Finally: to prevent the customer from submitting his question.

Deflection after the question comes in

Let Orion reply with the top 3 most relevant answers. Your existing FAQ articles can be used as answer content. Your customer can always indicate to pass the question on to a service agent. On average 50% of questions can be deflected.

Seasonal effects

Let Orion help you more at peak times f.e. Black Friday, Holidays, regular sales period... Lower his certainty and get him to reply more to avoid long waiting times.

Assisting your agents with the most relevant answer templates

Orion is right at their side suggesting the most relevant answer template. On average a 'top 3' proposed template is selected by your business experts in 68% of all cases.

Help speeding up average handling times (AHT)

Improve first time right (FTR)

Salesforce

Zendesk

Outlook

Genesys

standard API

All this starts with us getting to know you.

Contact us, and let's discuss what Orion can do for you.