PitchPatterns Use-Cases

Table of Contents

http://pitchpatterns.com is a leading AI contact-centre software provider from the Baltic region. It features a range of AI automation that significantly reduces the costs of running contact centers and improves sales conversion rates. The system is particularly efficient for contact centers that handle a high volume of calls and have more than 20 agents. Since its launch in 2021, the system has been successfully implemented in over 20 contact centers across the Baltic and Nordic countries. Clients include telecom giants like Tele2 and Tet, financial service companies such as BTA and 4Finance, and government institutions like the Ministry of Economics of Latvia and the National Traffic Directorate of Latvia, among others.

Demo video below (https://youtu.be /LLttnph3x84)

1. Automated quality control and motivation

PitchPatterns.com has an AI-powered quality control system that automatically evaluates calls, provides feedback to agents, and can replace human quality control. The system is capable of understanding soft skills such as emotions, tone, and non-verbal communication, as well as hard skills like product knowledge. For hard skills, state-of-the-art Speech-to-Text models are used. The system is adapted to clients' specific terminology and can be easily integrated with existing CRM and telephony systems. Product knowledge and script compliance are not only checked using transcription, but also through automated topic detection and analysis. The system also tags Yes/No sales conversions based on content and generates summaries and titles for calls. It provides detailed dashboards for all activities occurring in the contact center, based on the content of the communication.

2. Motivation and training

Pitchpatterns.com offers a powerful motivation system for sales and service agents. It is based on dynamic leaderboards that are updated in real-time. Agents earn points for actions taken during sales and service calls. For instance, if a potential customer says, "This is too expensive," and the agent responds with, "What is your budget?" the agent receives points for demonstrating good sales skills. Similarly, if a customer has an angry tone and the agent manages to calm them down, the agent is awarded points for good service skills. The system enables companies to implement and track detailed policies with 100% of calls and communications being monitored. Additionally, the system features an automated training module that allows agents to accelerate their product knowledge and script training, achieving progress twice as fast as with human trainers alone.

3. Omnichannel communication

PitchPatterns.com, together with our other product http://eldigen.com, provides an omnichannel communication system. This system enables agents to interact with customers through various channels like phone, email, chat, WhatsApp, Telegram, etc., all from a single interface. It can track all communications and offer feedback to both agents and managers. Additionally, the system can generate automated responses for customers by analyzing their communication history and the company's documentation, utilizing a secure and robust RAG (Retrieval-Augmented Generation) system. This powerful RAG system automatically tags messages, identifies issues within the knowledge base, and delivers feedback to agents.

4. AI Robotcalls

PitchPatterns.com is also capable of managing robocalls using realistic voice cloning and scripted communication. However, if the client deviates from the script, the system can generate responses based on the company's documentation and communication history. During the call, the system can collect information about the customer and the deal to store in the CRM. Use cases include debt collection, insurance claims, doctor appointments, feedback collection, etc. The system operates with a combination of high-quality Speech-to-Text and Text-to-Speech models, as well as a RAG (Retrieval-Augmented Generation) system.

5. Use-case of Telecommunication company

BPO Services is one of the largest contact centers in the Baltic and Nordic countries. The company employs over 80 agents and originally had 10 quality control managers. After implementing PitchPatterns.com, the company reduced the number of quality control managers to 5. The system also improved the sales conversion rate by 43% within 2 months. Additionally, using our system, they were able to reduce the training time for new agents by 50%.

6. AI Models and data security

As the system is operating in the highly regulated EU market and in the financial and government sectors, all of the models used in PitchPatterns.com can be hosted on-premise or in the cloud. The team building these models consists of highly qualified scientists and engineers with a track record of scientific publications and experience in building AI models for large companies (https://www.asya.ai/publications/). Our legal teams are experienced in GDPR and other data protection regulations. We are also official partners of Microsoft to provide solutions in private cloud environments as well.

7. Pricing

Pitchpatterns.com pricing is based on the number of agents in the system. It starts from 45 EUR/month with a minimum of 20 agents and a contract minimum of 1 year. We also offer a 3-month trial period with customized pricing. Eldigen.com written communication automation is priced starting at 500 EUR/month for 20k automated responses. And robocalls are priced starting from 500 EUR/month for 80 hours/month of automated calls.