C3|CustomerContactChannels Develops First Internally-Developed AI-Powered Chatbot to Revolutionize BPO Recruitment

C3|CustomerContactChannels (“C3”), an Everise Company, announces the launch of its first internally developed recruitment chatbot. Ana the Chatbot will aid in talent acquisition for C3 and was designed by the C3 Lab, following the recent partnership between Everise and Microsoft, to develop Artificial Intelligence (AI) solutions for the BPO industry.

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The development of the chatbot is one of several technology solutions created in the C3 Lab and is designed to enhance engagement between C3 and its digitally savvy, younger employees. Ana will be responding to applicant questions 24 hours a day, supporting Talent Acquisition for C3.

“We know through working with several of the world’s leading brands that we are in the midst of a digital revolution, and we need to adapt to the needs and habits of our future talent,” says Sudhir Agarwal, CEO of Everise and C3. “Creating an AI-powered chatbot with the ability to field complex questions 24 hours a day, seven days a week is vital to this effort and will allow potential employees to receive information with minimal effort – something they are accustomed to in other aspects of their everyday lives.”

Ana will have the ability to address a broad range of questions and queries and direct applicants to the job field that suits them best without overpowering them with too much information. Over time, Ana’s AI and Machine Learning capabilities will further improve, resulting in even more intelligent responses and the ability to perform across multiple channels – from the website to text, social media and mobile platforms.

Ana’s tone is conversational, friendly and provides accurate answers quickly. The conversation is peppered with memes, GIFs, emojis and images more reminiscent of a typical Text, WhatsApp or WeChat conversation with a friend.

Ana reduces the time it takes to obtain both basic and complex information, allowing the applicant to more quickly navigate the application, screening and assessment process. Ana can convert more interested leads into applicants for each site across the world and her responses are tailored by geography to ensure that each applicant receives a personalized experience. Ana will also provide prospective employees with information about the company such as benefits the company provides employees.

“Talent Acquisition is critical to any company and many firms focus a significant amount of effort on enhancing their own customer experiences through offering digital services to drive engagement. We believe it is equally important to treat potential employees with the same attention and effort,” added Mr. Agarwal. “Ana has been developed within the C3 Lab and will truly revolutionize the way we attract and onboard new talent. This is the perfect tool to engage with applicants who are younger, more digitally-savvy and deliver the beginning of an employment experience that is unique and rewarding.”

The development of Ana reflects C3’s continuing evolution into a technology-driven BPO firm by developing innovative and proprietary technology solutions that complement human talent. This drives better experiences overall from a client, customer and employee perspective in order to truly create FANs. Ana will continue to develop into a more sophisticated recruitment aid, with further iterations being built in the C3 Lab, that will allow her to take applicants farther in their journey toward employment.