Go global with multilingual virtual agents
Leading brands need to offer multilingual support in their customers’ time zone of choice, no matter the industry they operate in. At the same time, always having a support agent for each language on staff can be tricky.
Our NLU-powered virtual agents can converse natively in 109 languages, ranking best-in-class particularly for complex languages like Finnish. And now, you can manage all of them in one. single. bot. You can also localize, fine-tuning your tone of voice to address different language variations or adjust the register between formal and informal depending on your target audience.
A multilingual virtual agent won’t just help you expand your reach and improve your customer experience — it will also make your virtual agent that much easier and faster to manage:
“Having all languages under one roof makes it much easier to implement changes and keep an eye on your virtual agent’s performance,” according to our in-house expert, Senior Product Manager Michał Mischker. This means up to 75% less effort when adding a new language after the first one is set up.
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Customers just wanna have fun: Engage them with Carousels
Yes, automated customer service should be speedy and to the point. But another aspect that shouldn’t be underestimated by CX professionals is the potential of automated interactions to not only manage complaints, but also lighten the mood and proactively push your products into the right light. One of the easiest ways to do this? Rich messaging.
“Our customers can now use a mix of images and buttons to create what we call cards,” explains our Product Manager Mai Belbesy. “Cards can be combined to create carousels, which showcase products dynamically. For example, you can mix and match images, buttons, or free text fields to share product information or suggestions. Cards and Carousels are a great engaging way to show lists of things with images and different calls to action. They're the first amongst a number of rich message types currently in the works at Ultimate, with the goal of supporting any message type supported by your CRM.”
It’s the ultimate example of personalization and intuitive UI design, at a time when 86% of buyers are likely to pay more for a better customer experience, according to PwC.
More on delivering personalized CS
A new core platform for better performance and seamless scalability
In tech, rapid growth can happen overnight. And to keep up with that pace without missing a beat, you need a stable application container environment, as apps increase in number and are continuously updated. Enter our new core platform based on technologies like Google Kubernetes Engine and MongoDB Atlas.
What does this mean for you? No network issues, and a seamless scaling process.
Stay secure with SOC 2
Personalization may be the new normal when it comes to customer support, but it should never come at the cost of privacy: That’s why automation solutions have to have a proven track record of security. But vetting vendors for stringent security standards can take up a lot of time and resources.
We’re proud to announce that, as of November 16, 2021, Ultimate is officially a SOC2, type 2-compliant company. What this means is that Ultimate has been rigorously audited according to five criteria defined by the American Institute of Certified Public Accountants (AICPA), including: privacy, security, availability, processing integrity, and confidentiality.
“This saves customers time and effort, while guaranteeing a high and consistent security standard for everyone involved,” says our CTO, Simon Munch-Andersen, who has led the effort to SOC2 security over the past six months.