Andrei Ghiorghiu, BlueTweak: AI is revolutionising the way people work

We are living through the Fourth Industrial Revolution, and that means that all our activities are going through a process of automation and being upgraded using emerging technologies. One of the companies involved in this field is BlueTweak, who incorporated 16 years of customer experience in BlueHub platform. They are offering customer support with business needs in mind, not operating as a tech company that tries to sell a solution to solve problems. Business Review talked to Andrei Ghiorghiu, CEO at BlueTweak, to find out more about the company’s platform.

Can you describe BlueTweak’s omnichannel platform and what it does for customers? And can you talk about your own experience?

Andrei Ghiorghiu: AI is revolutionising the way people work, with customer support being one of the most profoundly impacted areas. While companies were able to service customers using various tools in the past, today’s rapidly evolving technology landscape requires a CX-focused system that can keep up with the times and remain competitive.

That’s where BlueHub comes in, as an AI-powered CX platform. It brings together all the essential tools and backend processes required for a cutting-edge customer support department. Having all communication channels in one place is critical, and BlueHub delivers voice, chat, email, social media IM, and SMS integrated into a single hub. Additionally, it provides essential customer support modules such as workforce management, quality analysis, and customer surveys.

In summary, with the help of AI and platforms like BlueHub, companies can elevate their customer support operations to new heights, staying ahead of the competition while meeting their customers’ ever-evolving needs.

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How are AI and ChatGPT integrated into the platform?

Incorporating machine learning algorithms into modern software products has become a widespread practice, offering businesses an array of enhanced functionalities. While the influence of AI technology continues to grow, certain areas particularly benefit from its effectiveness. At BlueHub, we utilise several machine learning tools to optimise our operations, such as email classification algorithms that enable the generation of prompt and personalised responses using ChatGPT.

Additionally, we take advantage of ChatGPT’s automated proposal feature to expedite chat responses, voice-to-text transcription for efficient quality analysis of customer support calls, and sentiment analysis to identify specific cases that require additional attention for further quality analysis. Through the integration of these advanced machine learning technologies, we have been able to improve the efficiency and quality of our customer support operations, ultimately leading to higher customer satisfaction and loyalty.

How customisable is the platform for a specific customer?

Having a robust in-house development team gives us the flexibility to build customised solutions for our customers while continuously incorporating new features that benefit our existing partners. To further accommodate the specific needs of our customers, we’ve established a dedicated team for automation and digital transformation. This team ensures that we consistently meet our customers’ unique requirements by providing tailored solutions.

Can you explain the licensing process for the services you offer?

Our pricing structure is designed to be straightforward and easy to understand. We have implemented a flat fee per agent per month, which allows for simple and intuitive cost calculation. Additionally, we offer discounts for longer contract periods, making our pricing even more attractive for businesses seeking reliable and cost-effective customer support solutions.

Can you give an example of how the platform works?

The European Union’s use of our product is a prime example of its effectiveness in managing customer support operations. With BlueHub, agents can handle inquiries from around the world, including emails, chats, forms, and voice calls, all on separate queues. The AI-powered Knowledge Base empowers agents to respond quickly and accurately to any question, regardless of the channel used by the customer. Meanwhile, managers can measure work quality, manage scheduling, and access real-time statistics and relevant information to conduct their work efficiently.

One of the most satisfying aspects of using BlueHub is receiving positive feedback from end-users, and the platform also facilitates the collection of such feedback.

About BlueTweak 

BlueTweak is a technology company that specializes in providing innovative customer service software, automation, and digital solutions with the help of RPA, Chatbots or ML models to businesses. The omnichannel customer service software, BlueHub enables businesses to provide a seamless and consistent experience to their customers across all touchpoints. It allows them to track customer interactions across different channels, ensuring that each customer’s journey is personalized, cohesive, and efficient.

The platform is built with advanced features such as AI-powered chatbots, real-time analytics, and automation capabilities, to enhance customer experience, streamline workflows, and boost operational efficiency.