Waiting on hold will soon become a thing of the past - Nuance - ContactCenterWorld.com Blog
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.”
“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!
Publish Date: September 18, 2017 5:00 AM
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