Arcus Answer - the future of AI-powered customer service? By Tim Lancaster, AWS practice director

Arcus Answer - the future of AI-powered customer service?

What if your service users could speak to Alexa (Amazon Echo) rather than an automated service- answering up to 40% of calls and reducing call costs from nearly £4 to less than £1. This is a service that’s all about achieving savings, gaining efficiencies, having happier staff as well as providing a better customer experience.

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Company NewsKate WarboysEvents, AWS, AI
Arcus becomes a consulting partner for the Amazon Connect service

Arcus Global are rather pleased to announce that, following a rigorous assurance process, we have become the first validated ‘go to’ consulting partner in EMEA for the Amazon Connect service.

Amazon Connect is the artificial intelligence (AI) based, automated service that powers the contact centre of the world's most customer centric company – Amazon.com. It is also the technology that we used for our successful project with the NHS Business Services Authority – which resolved 42% of calls to the European Health Insurance Card (EHIC) service.

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Our work with NHS BSA is covered in Computing Weekly

NHS Business Services Authority considering a 24-hour virtual contact centre after trial with AWS Lex.

Arcus Global was delighted to work with NHSBSA on a three-week proof of concept during the end of the 2017.  We are proud that set up took just two two weeks.

"We received just short of 11,000 calls, over the three weeks, [and] 4,300 calls were fully resolved by Lex. That is a 42 per cent success rate," said Darren Curry, Chief Digital Officer, speaking at  the AWS Public Sector Conference in London last week.

To read the full article, click here.  For more information about Arcus Answer then click here.


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