Enterprise-grade AI built into every interaction, not bolted-on tools
Predictive Intelligence
Churn prevention, upsell opportunities, and sentiment-driven routing
Agent Assist AI
Real-time guidance, suggested responses, and knowledge surfacing
Workflow Automation
Reduce manual effort by 30-40% with intelligent process automation
Deep Analytics
Real-time dashboards and strategic business intelligence
Seamless Integration
Connects with your CRM, helpdesk, e-commerce, and industry-specific systems
Core Platform Capabilities
Powered by an enterprise-grade AI contact centre platform, the same class used by global and Fortune-level organisations. Native intelligence built into every interaction, not third-party integrations.
Intelligent Routing
Matches customers to right agent based on issue type, customer value, agent skills, sentiment, language, predicted outcome. Result: Faster resolution, higher satisfaction.
Real-Time Sentiment Analysis
Detects emotion in voice and text. Frustration/anger = immediate escalation. Satisfaction = upsell opportunity. Confusion = additional explanation needed.
Conversational AI
Self-service for routine queries with seamless human handoff. Natural language understanding. Handles up to 30-40% of routine inquiries autonomously.
Omnichannel Continuity
Customers switch channels without repeating themselves. Start in chat, continue on phone. Complete history across all channels.
What is CDM's predictive churn prevention capability?
Our signature AI capability integrates with your CRM to deliver predictive churn prevention and individualised experiences based on behaviour, preferences, purchase history, predicted needs.
1
Data Integration
Connect to CRM (Salesforce, HubSpot, Dynamics), helpdesk, e-commerce platform. Engine ingests historical data: purchases, support tickets, browsing, email engagement.
2
Pattern Recognition
Machine learning analyses millions of interactions identifying patterns. What behaviours predict churn? What sequences lead to upsells? What triggers indicate support needs?
3
Predictive Scoring
Every customer receives dynamic scores: churn risk (high/medium/low), upsell propensity, support needs, engagement level.
4
Automated Actions
When triggers fire, system initiates responses: High churn risk → Proactive retention outreach. Upsell opportunity → Personalised recommendation. Predicted support need → Preemptive assistance.
5
Continuous Learning
Track outcomes, refine models. Predictions become more accurate over time.
Predictive Churn Prevention
Identify at-risk customers 30-60 days early. Typical churn reduction: up to 15-25%.
Predictive Product Recommendations
Suggest next likely purchase. Increase average order value up to 20-30%.
Next-Best-Action Routing
Route each customer to optimal agent. Improve FCR and handle time.
How does Agent Assist AI improve AI-powered customer service outsourcing?
Agent Assist AI provides real-time guidance during interactions, augmenting human capability without replacing it.
Real-Time Guidance:
As agent interacts, AI suggests relevant knowledge articles, recommended responses, next best actions, upsell opportunities, compliance reminders, escalation recommendations.
Suggested Responses:
AI generates response suggestions based on customer question, history, knowledge base, similar successful interactions, brand voice. Agent can use, modify, or ignore.
Frequently asked questions about AI-powered customer service outsourcing
Enterprise-grade AI contact centre platform, same class used by Fortune-level organisations. Native intelligence integrated, not third-party bolt-ons.
No. We handle implementation, configuration, training, optimisation. You access capabilities through user-friendly dashboards. No technical expertise required.
Basic platform features (routing, sentiment, dashboards): Included from day one. Hyper-Personalisation Engine: 8-12 weeks including integration, training, pilot. Agent Assist: 4-6 weeks.
Yes. Integrate with major CRMs (Salesforce, HubSpot), helpdesks (Zendesk, Freshdesk), e-commerce (Shopify, WooCommerce), industry-specific systems. Custom integration via APIs.
Basic features: Standard customer interaction data. Hyper-Personalisation: 6-12 months historical data including purchases, support tickets, engagement history. Agent Assist: Company knowledge base and successful interactions.
Transparent, explainable AI. Every prediction includes reasoning: "Customer flagged for churn because 45 days no login, negative support interaction, matches profile of 73 others who churned." You understand why, not just what.
AI is probabilistic, not perfect. We keep humans in loop for high-stakes decisions. Low-stakes (email, recommendation) can be automated. High-stakes (major discount, cancellation) have human review.
Hyper-Personalisation Engine and some AI available as standalone. However, capabilities work best combined with CDM's CX services because agents immediately act on predictions.
Basic features: Included in standard pricing. Hyper-Personalisation Engine: Implementation AUD $30K-$60K, monthly AUD $3K-$8K. Agent Assist: Included in CX Partnership, small premium for Remote Teams.
Most have basic automation and reporting. Few have true AI like predictive churn models, real-time sentiment analysis, intelligent personalisation engines. This is differentiating technology typically found only in enterprise providers.
Ready to access contact centre AI platform typically reserved for enterprises?
Discover how CDM's integrated AI technology transforms customer experience with intelligent automation, predictive analytics, real-time optimisation. Book a technology demo.
