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How Artificial Intelligence is Shaping Contact Centres - Globalteleforce - ContactCenterWorld.com Blog

How Artificial Intelligence is Shaping Contact Centres

Contact centres have been in the industry for decades. With all the experience it has gathered in different parts of the world through the years, the industry has noticed trends and similarities year by year. Also, the advancement of digital technologies has helped the industry transform into what it is today.

The industry exists for a reason. They are a part of the team that makes a business what it is, but in a different perspective—how the business handles customers. Customer service is a part of the customer journey; if the contact centre screws up the interaction, then reputation will definitely receive damage.

Nowadays, contact centre agents are trained and expected to interact with customers not only on the phone, but also through social media, web chat, and video calls. Of course, this can be achieved, if the contact centre deploys the digital technologies needed and to not depend much on manpower, which was the situation before. With the development of technology, many companies are opting for bots powered by Artificial Intelligence (AI) to communicate with customers.

Interactions with Virtual assistants and Bots

There are companies who have adopted the use chat bots in answering common customer concerns and are only switching to customer service representatives when the issues are in need of intense, personalised assistance. According to the 3Cinteractive, an average of one out of four consumers use chat bots, while around 40 per cent millennials say they have chat bot interactions on a daily basis. In contrast to the mentioned data, 71 per cent of consumers had trouble in interacting with chat bots, saying that it couldn't answer their questions. The study revealed that people want to talk to chat bots during order checking or conducting product research.

Another thing, according to Thomas Soulez, AI has the ability to provide support in every interaction, thus helping contact centres to anticipate what customers are going to ask and want to talk about.

Increase in response time

In relation to the first topic, having chat bots, even though unstable at times, can help increase a contact centre agent's performance. Customers love it whenever assistance comes fast and issues are resolved quickly and efficiently. AI can serve as a backup or the first contact before the real customer service agent assists the troubled consumer. With the use of chat bots, customer service is definitely available around the clock.

Monitoring

Whenever the AI learns more through its interaction with people and time, the higher the chance of it to make errors. This means that once the AI is handling more data through time, the complexity of data interactions grows and there will be more room for mistakes to occur. So, in case contact centres have now decided to embrace such technology, they should find the time to monitor the progress of the AI and observe if AI is effective in human interactions and providing solutions in the industry.

Maybe, after a few years, the combination of human agents and AI can be a natural process as more businesses dive into this process. Even though there is more monitoring to be conducted compared to human agents, contact centre outsourcing that trains customer service representatives with different technologies have an edge in the game and can clearly adapt to any industry in need of customer service agents.

Source: http://globalteleforce.com/blog/how-artificial-intelligence-is-shaping-contact-centres

Publish Date: September 4, 2017 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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