Evolving Customer Contact Strategies: Navigating the Changing Tides

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In the previous article, we explored the dynamic world of customer contact strategies, examining generational preferences and the transformative impact of AI. Now, let’s take a deeper dive into Deep Desk and I will focus this article in answering some of the questions we received during one of our webinars (link to webinar). I’m Brian, and I’ll guide you through the nuances of DeepDesk’s role in shaping modern customer service.

What is DeepDesk?

Imagine a tool that turbocharges your support team’s efficiency, reducing response times by up to 25%. Meet DeepDesk – it’s like autocomplete, but smarter. Our AI recognizes recurring questions and instantly provides agents with answers. Not just from your FAQ, but also from previous conversations. If one agent nails a response, everyone benefits. DeepDesk is all about elevating your support game

Efficiency through Automation:

DeepDesk revolutionizes your contact center by automating responses to chat and emails. Efficiency and automation are the cornerstones of contemporary customer contact operations. Some major corporations, including banks, insurance companies, and national railways, have achieved astonishing automation rates exceeding 25%. Picture this: within a 1000-character exchange, 250 characters are automated, freeing agents to focus on the essence of the conversation. DHL, a DeepDesk user, has even reached an impressive 52% automation rate. However, it’s essential to recognize that success varies based on workforce demographics and familiarity with AI-driven technologies.

Privacy and Security with DeepDesk:

Privacy and security are paramount, especially in sectors handling sensitive data like insurance and banking. DeepDesk is designed to strike the perfect balance between efficient communication and data security. Our advanced Privacy Information Impact Assessment (PIIA) filters anonymize sensitive information, ensuring that personally identifiable data remains protected. Popular platforms, including Salesforce and Cleverbits, work seamlessly with DeepDesk, offering additional anonymization capabilities, such as removing credit card numbers. Our emphasis lies on safeguarding non-essential data while focusing on the core conversation content. Stringent compliance measures and data localization options, as seen with Swiss companies, bolster security and data control.

Contextual relevance of suggested answers

Imagine an AI tool that understands context as well as humans do. DeepDesk achieves this through continuous learning and data enrichment. Customer service platforms undergo regular updates and model refinements, leveraging the vast conversational data available. For example, inquiries about a malfunctioning router, whether phrased as “I have an issue with my router,” “My router doesn’t work,” or “My router is broken,” receive consistently accurate responses. DeepDesk’s models identify semantic similarities, ensuring relevant solutions, regardless of phrasing variations. With automatic updates, a rich historical dataset, and the application of artificial intelligence tools, DeepDesk ensures accuracy and contextuality in every response.

Dynamic language switching with DeepDesk

DeepDesk empowers customer interactions by seamlessly switching between languages. A multi-language approach is achieved through two primary methods: utilizing separate language-specific models or employing a unified model capable of detecting language shifts mid-conversation. The latter approach is particularly advantageous in regions like the Netherlands, where Dutch and English are commonly used. When a conversation begins in Dutch and later shifts to English, DeepDesk adapts automatically, offering responses in the preferred language. This transition relies on agent proficiency in both languages to maintain high-quality service. Organizations in multilingual regions, like Swisscom, leverage this dynamic language switching to cater to customers effortlessly across diverse linguistic landscapes.


In conclusion, the evolution of customer contact strategies is marked by generational shifts in communication preferences, the pursuit of higher automation rates, stringent measures to ensure privacy and security, and a relentless commitment to delivering contextually relevant responses. Embracing these changes and leveraging the power of AI-driven solutions will be instrumental in providing exceptional customer experiences in an increasingly digital and diverse world. As businesses continue to adapt to these evolving dynamics, they must remain agile, data-driven, and attuned to the needs and preferences of their customers across generations and linguistic boundaries.

Karan Khosla

Sales Executive