Precisely has announced new enhancements to its EngageOne customer communications suite with the rollout of advanced AI-driven features. These innovative capabilities aim to meet the evolving communication demands of heavily regulated industries such as banking, insurance, and telecommunications, while helping enterprises streamline modernisation efforts and boost customer engagement.
“AI is top of mind with our customers, and we’re delivering measurable impact,” said Allan Christian, senior vice president and general manager – Engage, at Precisely. Every innovation we bring to market is shaped by real customer needs, enabling enterprises to modernise legacy systems, personalise interactions at scale, and stay compliant in complex regulatory landscapes.”
Among the new capabilities is an AI-powered Text-to-Speech feature that transforms any written document or script into highly natural voice-overs, supporting over 130 voices across 30+ languages. This allows organisations to create rich, personalised video experiences—ideal for onboarding, policy updates, or step-by-step guidance—making interactions more intuitive and impactful.
Another standout enhancement is the platform’s Conversational AI Chatbots, which can understand user intent using sophisticated natural language processing (NLP). These bots converse naturally and effectively, providing instant support and reducing reliance on human agents while improving customer satisfaction and resolution speed.
Crucially, these chatbots are equipped with intelligent escalation logic. When a conversation reveals a high-priority issue or user frustration, the system automatically hands off the interaction to a live support agent. Then, it transfers key context and details to the agent, ensuring fast and effective resolution without forcing the customer to repeat information.
Enhancing Operational Efficiency
Beyond customer-facing improvements, Precisely has also unveiled tools designed to boost operational efficiency. One solution is AI-Powered Template Migration, which streamlines the complex task of transitioning legacy communication templates to modern, omnichannel formats. By automatically extracting layout, data elements, and business logic, this tool accelerates migration timelines and reduces associated costs, without compromising the quality or relevance of existing communications.
Additionally, a soon-to-launch AI Contextual Search capability will empower users to extract insights from historical communication records using plain language queries. Whether seeking specific content, evaluating tone and clarity, or identifying patterns, teams will be able to instantly access meaningful information that supports better decision-making and content strategy.