LinkLive, a cloud-based Contact Centre as a Service (CCaaS) provider, has partnered with Kasisto, creator of KAI digital experience platform for the financial services industry, to embed KAI into the LinkLive platform. This partnership of two platforms will accelerate the adoption of both platforms at financial institutions across the U.S. and help these clients to deliver exceptional customer experience through every digital channel.
“We are very excited to embed KAI into the LinkLive library of AI capabilities and to expand the digital customer service features for our clients,” says Perry Price, CEO of LinkLive. “By combining the secure, digital-first nature of LinkLive with the intelligence of KAI, we enable our customers to deliver personalisation at scale, reduce costs and maintain the human touch essential for regional banks and credit unions.”
This partnership is ideal for financial institutions facing challenges on three fronts: staffing shortages, high customer expectations and the potential for a recession. The combined experience of LinkLive with KAI will provide significant opportunities for revenue protection in the form of digital labor and savings to the bottom line.
While ChatGPT has been getting much attention lately, LinkLive and Kasisto use AI to address the specific needs of financial institutions and help them to save an estimated $75 billion (€70.72 billion) between now and 2025, according to Insider Intelligence. The broad set of LinkLive AI features also integrate other solutions to deliver an enhanced digital experience to enterprises and small businesses, and offer many use cases for automating sales, service and support interactions.
“I can’t overstate the importance of conversational AI and the ability to bring two solutions together. We’re thrilled about the opportunity to integrate our KAI-powered virtual financial assistant, Gabby, in support of our human interactions using LinkLive every day,” says Brad Waldhoff, CIO of First Financial Bank NA in Terre Haute, Indiana.
Current customers indicate that KAI manages 90% of digital conversations without human intervention, which can lead to 40% reduction in call volume. Now, agents can spend their valuable time focused on building the human connection that drives excellent customer engagement.
“LinkLive is focused on AI that matters. We’ve met the need by delivering conversational AI with strong partners such as Kasisto and with other partners focused on critical engagements in similarly regulated industries, such as healthcare automation for scheduling and care triage,” says Pat Reetz, chief product officer at LinkLive. “We see significant opportunity with agent assist and automated content analytics. As a result, LinkLive integrates generative AI with conversational AI and other partners such as ChatGPT, Amazon Sagemaker, Amazon Lex, and other Speech Analytics and Large Language Models to modernise the agent and supervisor experience.”
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