How NLX values clients’ time

This week, I’m flipping the script and sharing how NLX saves our clients time (effort, and money!)

Andrei Papancea


In my last Thoughts by Andrei post on respecting your customer’s time, I shared how transforming your customer service into personalized, automated self-service experiences can help drive down hold times, answer customer inquiries safer, faster, and more efficiently, and extend customer service hours of operation. The focus was on the end-user and ensuring they have the best experience. 

This week, I’m flipping the script and sharing how NLX saves our clients time (effort, and money!). This post does get a little pitchy, but there are some key points that differentiate us in ways that are beneficial for our customers (and yours!).

One of the biggest issues we hear from brands about why they haven’t yet automated their customer service is because of how costly and time-consuming integrations are. Typically, organizations need to hire a third party or a team of ten to tie the channels, systems, and unique business processes together to make the automation effective. And once this initial work is done, the team might need to continuously reconnect systems each time an update is made. 

Not with NLX. We knew this was a major pain point for companies looking to automate, so we baked agility into our Conversational AI platform, making it easy to integrate with virtually anything. No more need to hire a team of ten or a third party for integrations! 

The Conversations by NLX platform integrates in minutes with the products and services your business already uses and loves like Zendesk, Oracle’s NetSuite, and AWS services like Amazon Connect, Amazon Lex, and many others. 

When implemented, automation also helps save call center agents time and effort on simple requests like password reset, account balance, upgrade seat, and many more cases. This ensures agent time is being spent efficiently and effectively on more complicated customer inquiries. 

We also save our clients time by practicing honesty and transparency, both internally and externally. Sometimes clients come to us with ideas, but not all of them are practical. And this is why there are critical moments when it’s important where we tell our customers no and explain in detail why. This can be intimidating, it can be risky, but it’s honestly better in the long run. 

Through our NLX Enhanced Support, we also provide proactive recommendations based on reports to help continue to improve your conversation flows once live, saving your team time so they can continue adding more use cases to their automated conversation flow.

With all the time saved on integrations, in call centers, and in support, your brand can focus on adding new use cases and making new advancements elsewhere. If you’re interested in digging deeper, please don’t hesitate to contact our sales team or reach out to me on LinkedIn.

Andrei Papancea

Andrei is our CEO and swiss-army knife for all things natural language-related.

He built the Natural Language Understanding platform for American Express, processing millions of conversations across AmEx’s main servicing channels.

As Director of Engineering, he deployed AWS across the business units of Argo Group, a publicly traded US company, and successfully passed the implementation through a technical audit (30+ AWS accounts managed).

He teaches graduate lectures on Cloud Computing and Big Data at Columbia University.

He holds a M.S. in Computer Science from Columbia University.