Products

At Nopaque, we believe there is a space in the market to vastly improve validating the quality of customer experiences that organisations offer via telephony and chat. To do this, it is not only the functionality that needs to be tested. We are also focused on being able to test for performance and broadness of coverage.

Try It Out

The key to happiness.

Despite what the cherry picked metrics say about the satisfaction and happiness of customers, trends appear to signal that customers are less happy in increasing numbers. Whilst NPS is a way to measure the customer satisfaction, it's well known these can be skewed by the simple fact that motivation to complain is greater than motivation to complement. Therefore understanding your customers sentiment from the actual contact points, rather than the result of complaints against them is essential to any healthy services you provide.

New technology and tools make the task of analysing sentiment across 100s, 1000s and even 10s of 1000s of contacts far more achievable.

intent understood happy customer contact

In Q3 of 2024, Nopaque will bring products and offerings to organisations that make these technologies more accessible and simpler to embed in your servicing strategies. It isn't enough to analyse these as an afterthought either, real-time integration is essential to catch negative experience early in order to mitigate it through actions. The potential for advanced support to customers and employees as part of a conversation will be essential for organisations serious about their customer's happiness.

With the advancement of NLU and Generative AI, you can empower your employees with the tools they need, when it matters. From prompting the right responses to suggesting the right solutions, a key focus is the positive impact you can have to your employee wellbeing, which naturally improves their relationship with customers. If you're considering First Point of Contact resolution and the welfare of your customers and employees, we'd love to hear about it.

Try Our Product

The customer of 1

We have all been there. We contact a company with a specific aspiration and an expectation of getting what we need. The statistics suggest this is not happening as often as the glossy media, slide decks and executive dashboards would tell us. Socially, the world is approaching a point where more recent generations have higher expectations, reflected in new policy, regulation and legislation such as Consumer Duty. Now is the time for organisations to set their vision around the most important relationship to their business - the customer-employee relationship.

high quality customer experience testing

With the advent and advancement in the world of AI, an aspiration of solving all customer challenges on the first point of contact is achievable. It's why Nopaque exists! Our testing product is testimony to this and has been designed with qualitative and quantitative assurance in mind. This means, we are not limiting testing to just proving a path works, with a single run, using the same sequence. Our product will provide the means to test the broadness and accuracy of a services capability to truly understand the customer's aspiration and help organisations design services to meet their expectations.

The foundation of the product is the virtual agent. It uses a test plan to validate the journey it was intended for. Not only will it do this, but it offers the user the ability to variate the tests. Because it is built leveraging Cloud technologies, unlike many other providers, it is scalable and on-demand and doesn't require lengthy capacity planning. Test plans can be constructed using an auto journey mapping tool, or manually and can then be used in a number of ways. For example a 'no variance' scheduled test purely to prove payment can be taken. Or a 'high variance' performance test, that can not only check the underlying systems work in times of high volume, but also vary the customer intent and wording to insure your design, service and strategy, successfully handles the majority of contacts it must meet the expectations of.

If as a business you provide any kind of customer contact and you want to know how you can improve it's reliability, accuracy and performance, get in touch. Or, once available, sign up yourself and run a few mapping and testing jobs to see how it works.

Try Our Product

They said what?

People are broad and varied. Yet many of the voice driven, or self-service contact journeys available to customers are rigid. When a customer contacts an organisation, they have what should be seen as a realistic expectation. Negative NPS scores are mainly the result of the expectation not being met. When an organisation first accepts a contact with an expectation, it is imperative they understand the customer intent. All too often however this isn't the case.

There are two parts to intent analysis, however new technology such as Generative AI and Conversational AI are massively optimising the process of moving from analysis, to reaction. Analysis of intent, whether from historical records to create a model, or in real-time, still requires Natural Language Understanding.

intent understanding analysis journey design

This is where Nopaque can help bring transparency and clarity by leveraging new technology to pinpoint customer intent. In doing so organisations can begin to reach their aspiration of solving customer challenges on the First Point of Contact.

Whether you are looking to analyse historic data to baseline the designs of future services or improve existing ones, or you are looking to broaden the coverage of a service to incorporate more of the outliers in customer intent, Nopaque can help navigate the technology and tools. In Q1 of 2024, we intend to offer products that allow you to extract accurate intent from your historic data, or design, test and validate new product journeys, increasing the positive responses from customers and increasing the likelihood their expectations are met.

If you're just setting out on this journey, or you're struggling to get the right mix of velocity and accuracy with change, give us a call and we can help to find areas to improve.

Try Our Product

"Heritage"

We often hear the term heritage used to describe products and services that were created a long time ago. Some of them remain valuable, more often than not, what they really are is legacy, or worse still, technical and operational debt. Consider some of the behaviours in the past that led to Marketing buying a new telephone number and expecting a new journey, for every product and service created. Now imagine being a heavily constrained contact centre engineering team, who by now have probably rotated staff long since the original journeys and numbers were created. This "Mess" can be hidden by the term heritage and it's important to understand what needs to be improved, or just stopped.

To move forward and really begin providing First Point of Contact resolution to customers, these teams need to understand the starting point from which they are going to transform, by mapping out these journeys. Many of those services still operate as DTMF and/or poorly built Voice Driven menus and the documentation about them is limited. This results in what we call "IVR Entanglement" and mapping these out manually is an onerous and costly task, which doesn't create much customer value. We have seen people spend days, just mapping out a single product, it's journeys and the capabilities they provides.

Our mapping product helps to prevent this low value time drain on strained engineering teams. By creating maps automatically, engineers can begin making informed decisions about how to proceed in improving products and services, or rebuilding them with new technology, ensuring customers get the expected experience. Furthermore, our mapping tool output, forms the basis of Test Plans, vastly reducing the time it takes to create the monitoring needed to assure journeys are working as expected.

Now that our product has launched, customers are able to sign up and self-serve. Mapping out a journey is as simple as providing a number, then submitting the mapping task. Users can then interact with and explore the results helping them understand existing configuration and/or issues. We estimate this product will reduce the time it takes to map out a complex product by ~5 days.

Try Our Product

Consultancy

Sometimes, organisations can get blinded by the internal view of what they provide to their customers. We engage with our clients by understanding what their customers are really asking for, rather than directly with what our clients ask for. By doing so, we can be sure we're providing the right service, setting a shared view on what a great experience is, using data and inbound facing tooling to unlock true customer intent.

Power vs. Constraint

It's impossible to talk about Prompt Engineering and avoid a mention of the new buzz phrase of "Generative AI". No matter, it's hear to stay and the potential it has isn't even fully understood yet. You wouldn't think constraining it would be the first topic we mention, however that's essentially what's needed to hone the benefits you can gain from using. Many of the available models like Bard, GPT-3/4 and Llama 2 are built from immense collections of data. One thing to note, is that they can contain the good and the bad. An unconstrained usage of a service in your customer interactions could have damaging and lasting impact on customers.

engineered prompt ai generative conversational

You could be just starting out, or an advanced consumer looking into building your own, however you still need to consider the intended outcome of using this in the context of positive results and experience, for your customers or your employees.

Nopaque have experience with LLMs, having used them to integrate into the products we are building, projects we've engaged with and the creation of content relevant to the clients we serve. The value within LLMs is accessed through prompts and this is where we need to look at how to constrain them. Have a read of our blog on prompting to learn more through a real word example of how to create prompts. While this is a simple example, we think it gives the reader a good basic understanding of constraining what the model responds with, and how it can be used in utilities like discerning what a customer is contacting you for.

There are a myriad of other examples for it's use. If you're considering plugging this into your customer journeys, feel free to get in touch and talk about what you're trying to achieve.

A new era.

Generative AI will have the same impact on the world, that the advent of Cloud Computing had on the software industry. Access to compute resource accelerated and grew exponentially, despite many people saying it would never take off. Only it's going to happen quicker. In fact your organisation, or you as an individual are probably interacting with AI multiple times a day without realising.

The application of Generative AI to every day tasks, especially tasks that are carried out in an organisation, opens up huge opportunity to increase the rate with which value is created. When you consider Generative AI can cover the creation of Text, Code, Images, Music and Video (as well as many other applications), it becomes essential in a competitive manner, to learn how to use them to remain relevant.

Many people have gotten caught up in the hype, both positive and negative. It is essential for organisations and their employees to understand how Generative AI can be used to a competitive advantage. Not only to create value for the customers they serve, but also to give employees peace of mind about the future - that it's purpose isn't to replace workers, instead to enhance their productivity. Adopting Generative AI doesn't always mean a reduction in staff head count, cost savings or optimised process, it can also be used to assist in creativity and servicing or producing better results for customers and employees. If you're thinking about where you can use it, or what for, but need guidance, get in touch.

How can I help you today?

A bot by itself is of no use. An lone integration without an interface to the systems with the data provides no value to a customer. In the world of First Point of Contact resolution, the design and integration of a Bot needs a number of elements that often get missed.

Most underlying systems that offer services to create Bots make it extremely simple to hack together 'some kind of experience'. Organisations that don't consider the ecosystem that a Bot fits into will miss so many of the benefits these systems offer. For example, to reach a high degree of accuracy in understanding customer intent and need, many improvement iterations are often needed. These iterations hone and improve accuracy which must be measured through comparing outcomes to what the customer actually needed, and tracing through multiple systems and data to make sure they're not just re-establishing contact again since the first attempt didn't solve the challenge.

bot journey intent utterance experience design

To create an ecosystem in your organisation that allows for fast, safe and iterative change, not only do you need sensible testing products such as the ones we offer, you also need to get your route to production right. Integration isn't just about pointing a Bot at the card payment system, or user database. Instead, deployment techniques, integrations, A/B and other testing methodologies, metrics that matter and continuous improvement are all considerations when creating Bots.

If you're just setting out on this journey, or you're struggling to get the right mix of velocity and accuracy with Bot change, give us a call and we can help to find areas to improve.

Think of it like Lego.

Most people in some capacity have come across Lego. It's a fascinating product, offering the user enjoyment, consistency, instruction and yet still allows for creativity. You don't have to follow the instructions, but they're there if you want to build the set they were designed for.

In many ways, AWS is the same. For example, you may decide to use Amazon Connect, but choose not to use Lex for Bot integrations. You might decide to try and avoid using Servers (EC2, VMs etc) and stick to using Containers (ECS) or go Serverless (Lambda, DynamoDB). Whichever, like Lego, AWS is a very mature set of components, highly stable in nature like each Lego brick type. For the record, many other Cloud providers have the same facets. Much like Lego, AWS comes with a healthy set of pre-baked solution blueprints to help you 'follow the book', but provides the creativity and freedom to build your own, if that is what creates the most value for your business and customers.

aws cloud amazon web services contact centre ai transcribe polly

Nopaque specialise in Amazon Connect and the direct ecosystem that supports it, such as Lambda, Lex, DynamoDB and other products that help to create sensible First Point of Contact resolution for customers. In our own products, we use a mixture of AWS, Deepgram, GPT and other technology, opting to 'build our own' to best service the needs of the product consumer (our customers).

With this experience and knowledge, both for our own products and with other customers, we can help you make decisions about technology selection, design, build, deployment and operations of highly valuable First Point of Contact solutions. Contact us to find out more.

Find out about our roadmap

If you're interested in knowing more about what we plan to offer and how we intend to deliver it, please get in touch.