AI customer service is a phrase that evokes a shudder. We have all experienced unsatisfying conversations with AI assistants, which often harm, not help customer experience. But in today’s world, there is far more to customer experience than the helpline. Ideally, service businesses should avoid calls or messages to their helpline - to do this, they must create a positive, efficient and user-friendly experience on all the platforms that customers use to access their services.

In May 2024, QuasiScience began working with Coyzy, an Italian company promoting psychological safety and well-being through a digital platform matching users with psychologists. For a company focused on mental health, it is doubly important to provide a user experience that is simple and appealing, offering customers a feeling of immediate safety and security, rather than adding to their frustration.

QuasiScience was able to help Coyzy improve their user experience by:

1. Making their the customer experience uniform across different devices, integrating seamlessly with established platforms, to enable easy access to services. This required QuasiScience to manage user identities across web and mobile platforms that were built at different points in time with different technologies
2. Improving the efficiency with which customers could book, track and reconcile appointments
3. Tracking service usage accurately to ensure users received the service they had subscribed to according to the tiered subscription model, integrating data from third-party services with internal data

Contact QuasiScience now to discuss your customer experience challenges.