Directly
Directly, now part of Movate, uses AI and machine learning to automate repetitive questions and offers a pay-for-performance compensation model to augment workforce capabilities across various industries.
Company Overview
Directly, now part of Movate, leverages AI and machine learning to automate repetitive questions and augment workforce capabilities. The platform integrates with leading CRM platforms and messaging applications, offering global support in over 100 languages. It serves industries including tech, telecom, and gaming, providing solutions across IVR, digital transformation, messaging, business continuity, web, and email channels.
AI and Machine Learning Capabilities
Directly’s platform utilizes AI and machine learning technology to serve peer-reviewed and A/B tested answers for repetitive questions. The state-of-the-art natural language understanding precisely identifies questions experts can resolve, ensuring efficient routing. The platform continuously monitors interactions to identify new automation opportunities, helping organizations speed up digital transitions.
Expert Network and Compensation
Directly maintains a network of thousands of on-demand experts who resolve support issues and create support content. Experts are available 24/7 and can dynamically scale to meet demand. Compensation is pay-for-performance based, considering factors like question complexity, time of day, and language needs. High-performing experts are automatically routed more work, ensuring efficient service delivery.
Integration and Compliance
Directly’s platform seamlessly integrates with leading CRM platforms and messaging applications. It ensures recording of support interactions and engages agents when necessary. The platform complies with SOC 2 Type II, GDPR, and CCPA standards, offering enterprise-grade scalability, redundancy, and security. Automated quality controls maintain high service levels consistently.
Performance and Analytics
Directly provides actionable reporting and analytics on performance. Rigorous vetting and testing processes ensure the onboarding of qualified experts, while programmatic quality controls keep service standards high. A/B testing and peer review processes ensure customers receive the most current and effective answers, enhancing overall support efficiency and accuracy.