Verascape: Unleashing AI-Powered Customer Experience

The role of artificial intelligence (AI) in customer support services has come a long way right from identifying the customer to predicting the purpose of contact. Mike Browning, VP, Sales and Marketing, Verascape elucidates AI with an interesting analogy, “When two people meet for the first time, they introduce themselves to get to know each other. The second time around, both of them know a little bit more about each other, and this does not call for a reintroduction. Every single meeting makes them gain better knowledge about each other, and this is the same with the role of AI in Verascape’s automation.” While businesses across the globe are striving to fulfill their customer demands for self-service options, Schaumburg, IL-based Verascape is building a new era in the customer services landscape with a cloud-based fully automated platform that gives a comprehensive view of the caller’s information and prediction about the caller’s purpose of contacting the support center. Verascape’s technology platform combines AI and real-time data integration that enables companies to quickly draw inferences and effectively service their customers.

The company takes a practical approach in empowering organizations to provide seamless support by delivering hosted self-service solutions across all communication channels and combining state-of-the-art automation technologies with real-time data integration. The result is reliable, on-demand customer support at a fraction of the cost of live agents.

The platform utilizes existing customer data and external data sources to better understand the caller even before the representative attends to the call in the customer support center. The caller’s information is recorded during every call transaction and maintained for further analysis and prediction.

Verascape marks its unique presence in the industry as an avant-garde customer engagement system integrator that can collect data from the customer’s legacy system and integrate with its platform. “Our expertise in collecting the right data from any legacy system forms the core of our services,” states Browning. Designed with a single engine, the Verascape platform offers a consolidated database and view of the end user across the entire customer engagement system regardless of the customer’s contact channel.