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Who we are

aiden.tech's team is formed by BPO industry professionals, developers and automation experts with more than 20 years of international experience in corporate environments. To achieve our goal, our solution set is built on three main pillars. Voice-based automation, advanced analytics for end-to-end communication and process robotisation.

The next level of customer experience

aiden.voice

AI driven voice and text base customer service.

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aiden.analytics

Analyse an unlimited number of calls and messages.

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aiden.robotics

Design and implement end-to-end processes.

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See how aiden.voice works

aiden.voice is a brand new, game-changing, human-like customer service solution, that integrates the most advanced AI technologies.

aiden.voice enables the automation of customer support using AI-based agents in answering frequently asked questions, handling complex tasks or seasonal peaks, providing maximum CX, quality and a resource-effective way at the same time. Available by voice and written channels.

Voice database
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aiden.voice features

ZERO
WAITING TIME
THE SYSTEM CAN BE TRAINED
FROM FAQ TO COMPLEX PROCESSES
AVAILABLE IN
MORE THAN 30 LANGUAGES
HANDLING DAILY/SEASONAL PEAKS
WITH UNLIMITED CAPABILITY
AVAILABLE 7/24
NO ABSENTEEISM
TRAINING AND RECRUTING TIME IS REDUCED
LESS NUMBER OF PEOPLE ARE NEEDED WITH AIDEN

Lifelike conversational AI

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aiden is available in text channels too

aiden.voice in operation

Let us visualize how aiden and human experts work better together. We are working with a major European micromobility and EV-provider. They receive hundreds of thousands of calls every month which we categorized and analyzed in terms of the level of integration required. Our conclusion: 42% of the evaluated cases could have been handled by aiden, saving time and resources for everyone involved.

Aiden helps your team by handling the first-line calls. The aiden.voice system makes sure the agents only need to solve special, complex cases, where human presence has greater added value. In the rest of the cases, the system is available 24/7.

aiden

  • In the first step, aiden handles the calls.
CSR Needed
  • For special cases, human resources may be involved.

* The data is based on a quarterly analysis of more than 125.000 transactions by one of our partners. (EV Industry)

aiden.analytics

MINIMIZING RISKS AND GETTING UNPRECENDENTED
VISIBILITY ON YOUR OPERATION WITH MAXIMIZED CX

See how aiden.analytics works

aiden can analyse an
unlimited number of calls and messages within seconds.

The aim of the system is to enable to pre-screen 100% of calls and messages above and beyond standard quality processes. This way the QA team can concentrate their efforts only on calls and messages indicated to be problematic.

Case study
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Based on industry standards in the call center sector, only 3% of interactions are evaluated from a quality perspective by human experts.* Most often the bottleneck is caused by the small number of QA experts available. However, with the help of aiden.quality, 100% of the interactions can be pre-screened, and the Quality team only needs to deal with the problematic cases. Aiden.quality automatically analyses each and every call based on pre-defined rules. If aiden discovers anomalies, the transaction is immediately escalated to the human experts for in-depth review.

Use aiden.quality to help screen each and every transaction with your customers. Raise Customer Experience to new levels using automation. Aiden can help you perform automatic mood analysis, search for keywords, separate agent and customer talk, and provide big data for in-depth research.

Classical quality check

less than 3% of cases checked against industry standards*

Quality check with aiden

aiden analyse an unlimited number of calls and messages within seconds

* source: callcenterhelper.com

aiden.analytics mood analysis

With the Sentiment Analytics enhancement, the system provides instant feedback on customer sentiment, ensuring preventive complaint handling and seamless satisfaction measurement.

0%

POLITE

0%

SAD

0%

SATISFIED

0%

EXCITED

0%

FRUSTRATED

0%

IMPOLITE

aiden.analytics features

PRODUCES TRANSCRIPTS
OF ALL CONVERSATIONS
MORE FOCUSED MID MGMT
ALLOCATE YOUR STAFF FOR SOPHISTICATED ANALYSIS
MOOD
ANALYSIS
INSTANT
QA ESCALATION
MASS
ERROR ALERT

aiden.robotics

DESIGN AND IMPLEMENT END-TO-END PROCESSES.

See how aiden.robotics works

The aim of the service is to leverage our capabilities in RPA and AI to automate back-end processes and administration to the highest level, maximising customer experience and sustainable, cost-effective business.

aiden.robotics can design and implement end-to-end processes for existing or new systems.

Voice database
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aiden.robotics in operation

Original flow. Without aiden.robotics

Our partner is a global player in the eCommerce sector. There were business and technological reasons for the development of an AI-based process for the guarantee replacement process of its strategically important product. Prior to the introduction of Aiden.robotics, the warranty process was a time-consuming and GDPR-sensitive process, where personal data could be transferred to third parties.

User reports the issue to the CC

Customer needs to go into the shop

Providing replacement

Manual restock process

CC redirects them to a shop due to lack of CC mechanism

Identification while being in the shop and waiting for warranty solution

Shop contacts CC for stock request

User reports the issue to the CC

CC redirects them to a shop due to lack of CC mechanism

Customer needs to go into the shop

Identification while being in the shop and waiting for warranty solution

Providing replacement

Shop contacts CC for stock request

Manual restock process

With aiden.robotics

Our system has achieved process improvements in both data protection and service efficiency with the planned process. Aiden.robotics is able to support the activities of all actors in the business process necessary for the administration, is aware of the guarantee processes in place and is able to manage the input and output data related to these processes.

Results

Aiden.robotics has reduced completion time by 87%, provided maximized data security (no 3rd parties involved in authentication, maximum GDPR-compliance) and increased customer satisfaction with process efficiency.

Opening digital channels

Automate replacement decision mechanism

Automate identification process

Automated device restock

* The data show the results of a new system designed for the warranty management process of an international company. (eCommerce Industry)

aiden.robotics features

INTEGRABILITY WITH
EXISTING SYSTEMS
AUTOMATION OF
RULE-BASED PROCESSES
AIDEN PREPARES SITUATIONS FOR
DECISION OR HANDLES THEM AUTOMATICALLY
FULLY TAILORED
TO BUSINESS NEEDS
INTEGRATES WITH
AIDEN VOICE AND ANALYTICS
MEETS THE HIGHEST
TECHNOLOGICAL REQUIREMENTS

Got questions? Interested?

Tune up your business with aiden.tech!

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