Sabio Group Unveils Sabio Console, an AI-Powered Customer Experience Platform

Sabio Group, a digital customer experience (CX) transformation specialist, today launched Console, an artificial intelligence-powered platform for managing customer interactions across multiple channels.

Sabio Console integrates customer contact channels, such as voice, webchat, SMS, and WhatsApp, into conversational AI platforms like Google CCAI, ES, and CX.

Sabio Console helps customers design, build, deploy, and scale automated customer interactions across multiple channels from within a single platform. It does this across the following three areas:

• Channel and natural language processing integration between common customer engagement channels such as voice, SMS, WhatsApp and webchat with leading natural language AI platforms such as Google CCAI (both CX and ES).
• Knowledge Management, which covers the creation, organization, and surfacing of documented knowledge at the right time to the right audience and extends Google Dialogflow ES's intent model.
• Analytics & Insight: Console brings extensive business intelligence capabilities powered by Google's Looker, which allows customers to collect, interrogate, and analyze data collected through automated customer conversations. The platform also provides a set of pre-configured dashboards.

Sabio Console is designed to simplify the build out of virtual agent interfaces for chat, with embedded rich media, as well as SSML for voice. It includes automatic language detection and can be deployed across more than 70 languages.

"Console allows users to easily map channels to the relevant bot and handles the complexity of media transport and session management, allowing customers to build rich, omnichannel experiences, Stuart Dorman, Sabio's chief innovations officer, said in a statement. "Sabio Console is an extremely exciting offering and one that we think will have a huge impact not just for our clients but across the wider CX spectrum."

"Sabio Console is an exciting new offering that brings together Sabio's experience in building AI-powered CX solutions into a single platform. The platform has been designed for organizations handling millions of customer queries and who have a large operating cost in their contact center or customer service function. Those businesses will be aiming to scale more efficiently while maintaining outstanding levels of customer service," Tom Mullen, Sabio's chief product officer, said in a statement. "That's where Sabio Console flourishes and has been designed with flexibility and scale in mind. It provides an intuitive user interface so customers can get started quickly, along with a comprehensive API for customization and building more complex use cases as customers scale-up."