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
|All Suppliers||Get Listed|
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Founded in 2001 SJS Solutions have dedicated over 16 years to the improvement of contact centres across the globe. We take a consultative approach towards solving the biggest challenge facing call and...
IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp...
View more from Nuance
Recent Blog Posts:
|Buffalo buffalo Buffalo buffalo buffalo buffalo Buffalo buffalo: Part 1 of What’s left to tackle in voice technology||November 21, 2017 5:00 AM|
|Hear ye! Hear Ye! Speech delivers!||November 14, 2017 5:00 AM|
|Preparing for the “next one”: The importance of emergency outbound communications||November 7, 2017 5:00 AM|
|Boo! Scary customer service practices that make us scream||October 31, 2017 5:00 AM|
|As you wish. An inconceivable way of serving customers.||October 13, 2017 5:00 AM|
|Rules of customer engagement: 5 tips on how to create a meaningful customer experience||October 12, 2017 5:00 AM|
|Nuance customers around the globe score big with Intelligent Assistants awards||October 5, 2017 5:00 AM|
|Much ado about bots: How to choose the right enterprise chatbot||September 28, 2017 5:00 AM|
|Waiting on hold will soon become a thing of the past||September 18, 2017 5:00 AM|
|Predicting the Emmys is hard; predicting customer engagement shouldn’t be||September 15, 2017 5:00 AM|