Bright Pattern Launches AI-Powered Omnichannel Communication Interaction Platform for Service Management

Bright Pattern, a provider of omnichannel communication software, has launched Omnichannel Communication Platform for IT Service Management for automating common processes, including incident management, problem management, change management, request management, service catalog, quality management, and omnichannel contact center communications.

Bright Pattern's AI-powered Omnichannel Communication Interaction Platform enables existing service management solutions to communicate on all voice and digital channels (chat, SMS, MMS, email, and messengers) while providing advanced automation. Bright Pattern's software provides automated password reset, automated incident creation and resolution, status updates and notifications, voice self-service, and automated routing of all communications. The software also lets companies measure employee performance and customer satisfaction with advanced quality management features.

Core functionality of Bright Pattern's AI-Powered Omnichannel Communication Platform includes the following:

  • Incident management automation, including password reset, incident record creation, smart routing for escalations, proactive notifications for service-level agreement breaches, and co-browsing;
  • Problem and change management automation, including notifications for planned and unplanned outages, and service degradations;
  • Quality management automation, including automated customer satisfaction scoring on all interactions;
  • Contact center management with Bright Pattern's Outbound Customer Care Outreach and Service Management Call Center;
  • Request management automation; and
  • Service catalog automation.