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Waiting on hold will soon become a thing of the past - Nuance - ContactCenterWorld.com Blog

Waiting on hold will soon become a thing of the past

Recently, Head of Nuance Communications Cognitive Innovation Group (CIG) Paul Tepper was interviewed by AI Business, a content portal for the latest news deciphering the impact of Artificial Intelligence (AI) in business. Paul sheds light on how AI is transforming the way businesses interact with and understand customers while providing insight into the opportunities and challenges the industry faces moving forward.

Here are the highlights of this very informative interview:

“AI is the greatest tool for unlocking the vast and unprecedented pools of unstructured data. … It has the potential to remove the friction we see today across a wide array of customer experiences.”

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....CONTENT CONTINUED BELOW

“AI can bridge the gap between increasing consumer demands and a strained customer service model.” … waiting on hold for an agent will soon become a ‘thing of the past.’

“Predictive AI will enable us to know what a customer is calling about before they even say anything. … Conversational AI will maintain context across multiple interactions and channels.”

Paul sums up the power of conversational AI. “Speech enables people to talk to devices hands-free, without needing a screen. This is especially helpful when your hands are busy, but in general, it enables people to talk to devices the way they talk to each other in the most natural, human way. Today, Automated Speech Recognition (ASR) systems are as accurate as humans or beyond human accuracy.”

Paul shared some thoughts on an important area of discussion – the need to safeguard, regulate, and control AI. Paul believes that much of the public fear today is overblown: “Again, we are still far away from ‘general AI’ achieving human-level intelligence as AI today and for the foreseeable future will be great at focused tasks.”

He stresses that we must take measures to keep secure the large volumes of data on which AI is trained.

Paul also reveals the power of the Nuance Omni-Channel Platform and highlights Nuance Dragon Drive and Nina as AI examples.

The article was written in anticipation of the AI Summit San Francisco, September 27-28. Yann Motte, Vice President, Strategy and Business Development, Cognitive Innovation Group, will be presenting at the AI Summit on the topic of “Making AI for Consumer Engagement Real.”

Stay tuned to What’s Next to get Yann’s insights and takeaways from the conference!

Source: http://whatsnext.nuance.com/customer-experience/artificial-intelligence-bridges-gaps-between-consumer-demands-and-contact-centers/

Publish Date: September 18, 2017 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

4.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

5.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

6.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier
PH: 213-943-2023
 



View more from Nuance

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Hear the Call for Help! How Siren Detection Can Make Your Car a Force for Good.September 9, 2019 5:00 AM
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Contact center transformation pitfalls (and how to avoid them)August 8, 2019 5:00 AM
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3 ways speech recognition helps in police incident reportingJanuary 22, 2019 5:00 AM
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Television viewing is no longer a one-way streetNovember 15, 2018 5:00 AM

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