Sold by: ETIYA B.V
Digital Interaction Management (DIM) is an AI driven omnichannel engagement platform that enables organisations to manage, automate, and optimise customer interactions across messaging, social, live chat, and assisted channels.
Overview
Digital Interaction Management is a cloud native digital engagement platform designed to centralise and optimise customer interactions across all digital channels from a single AI powered workspace. The platform integrates conversations from social media, messaging platforms, live chat, and email into a unified interaction layer. It enables customer service teams to respond faster, maintain context, and deliver consistent, personalised communication. At its core, DIM uses LLM based intelligence combined with automation and agent assisted workflows to classify interactions, detect sentiment, summarise conversations, and route cases intelligently. Built on a microservices based, API first architecture, the platform integrates with CRM, BSS, and enterprise systems. It supports multi brand deployments, high availability, and scalable digital engagement operations.
Highlights
- Centralise digital interactions in one workspace. Improve response speed and interaction quality. Automate classification and routing with AI. Enhance customer engagement with context awareness. Increase agent productivity through automation. Gain insights from real time analytics.
- Omnichannel interaction management across platforms. Unified inbox with conversation history. AI based sentiment and category detection. Automated summaries and text enrichment. Intelligent routing and task assignment. CRM integration via open APIs. Real time dashboards and reporting.
- Business impact: 35% increase in customer satisfaction Up to 60% reduction in handling time 90%+ reduction in first response time Up to 40% operational cost reduction 50% faster conversation closure 60% less manual agent effort
Details
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Deployed on AWS
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Delivery details
Software as a Service (SaaS)
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Support
Vendor support
Contact us at contact@etiya.com
AWS infrastructure support
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