The AI revolution promises a new era for customer service. Instead of facing the frustration of being on hold, customers should expect instant assistance from AI agents available 24/7, equipped with the necessary information to resolve their inquiries.
However, many customers do not experience this ideal scenario. Automation often seems designed to limit access to human agents rather than facilitate genuine solutions. If a customer gives up and settles for inadequate help after navigating an extensive FAQs section, this interaction might still be registered as a success by the service provider. This approach could lead to repeat contacts, increased customer churn, and, in sectors like gambling, obscure signs of financial distress or responsible gambling issues, posing risks to player protection and regulatory compliance.
Founded in 2019 as Conduet, Raphie, based in New Jersey, prioritizes true resolution and "accountable automation" in its AI-driven platform tailored for the iGaming sector. Its expertise stems from over a million actual industry interactions, allowing the system to leverage industry insights and account details to assess situations accurately and determine the necessary actions.
