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What will 2020 bring to conversational AI? - Sestek - ContactCenterWorld.com Blog

What will 2020 bring to conversational AI?

We saw a tremendous increase in the use of voice technologies in 2019. Conversational AI, voice recognition and NLP were among the popular technology concepts of the previous year. It is not hard to guess that the rise of voice technologies will continue in 2020. But we still  have some questions to answer: What kind of use cases will we see? Which technologies will keep their growth? In short, what will 2020 mean for voice technology? We tried to answer these questions below. Here are the seven trends that will drive voice technology in 2020.

  1. Conversational AI will be part of business strategies

Today, brands know that voice as a natural interface not only means easier transactions for customers but also higher efficiency for their operations. That is why an increasing number of businesses incorporate conversational AI technologies into their strategies, and this will continue in 2020.

Conversational AI will transform into a must-have feature from a nice-to-have innovation project. Businesses will use voice as a significant differentiator. But offering voice-based solutions will not be enough to differentiate. Customer experience will still be the underlying key factor. In other words, the ones who offer personalized voice experiences will be one step ahead of competition.

  1. Voice interface design will gain importance

Voice is the interface for anything smart. Businesses already discovered the power of voice interface. And this year they will do more to benefit from this power. Although voice-enabled technologies are hitting the mainstream, there’s room for improvement in terms of the user interface.  Users are expecting more natural dialog flows while interacting with devices.

To design effective interactions, understanding how people naturally communicate every day is important. In other words, designers need to consider the fundamentals of voice interaction and design dialog flows in a way that answers users’ high expectations.

  1. Voice commerce is here to stay

With the increasing use of conversational platforms, voice search is becoming mainstream. This new method offers practical experience for customers. Within a matter of seconds, customers can search for a product and verify their purchase by simply speaking to a voice-integrated device.

With the maturity of voice assistants and improvements in conversational technologies, 2020 will see a noticeable increase in voice commerce. Businesses will work hard to adopt this new form of commerce. They will take voice search seriously and include voice search optimization tactics in their strategies. More to do for marketing teams to explore this new channel!

  1. Voice-activated wearables will expand

Voice plays a vital role in the expansion of wearables. Voice technology transforms these devices into voice-activated ones and helps users to get the most out of these devices.

We have seen watches, earphones, headsets, fitness trackers as common wearables. With 2020, we will see new forms of wearables. Smart jewelry, such as rings, wristbands, watches, and pins, are among them. These new devices can engage with voice assistants. So, they can offer the same skills many of these assistants offer.

In 2020, increasing use of augmented reality technology will also influence the expansion of wearables. We know that Apple is working on a new AR headset. Similarly, major technology vendors are expected to enter this field by developing their own wearable devices.

  1. New platforms and applications for voice

The increasing use of voice technologies will increase the need for new platforms for voice-enabled applications. Apple is expected to launch a new platform that will enable developers to create voice-based apps for Siri.

The number of Skills and Actions for voice assistants such as Amazon Echo and Google Assistant will also increase. These features will support not only voice assistants but also new use cases, including earbuds and in-car applications.

All these developments will allow brands and third-party developers to have a presence on voice platforms. So, voice technology will continue to be an effective channel for consumer apps.

  1. We will see a content transformation

People starting to see voice assistants as parts of their daily routines and use voice search increasingly. That is why more publishers create voice-based content to engage with their target customers.

This trend is expected to continue in 2020. Content strategies include voice as a new format. And not only publishing and media companies but also popular brands will adopt this new form of content.

The increasing use of voice content will influence marketing too. We will see more examples of voice-based advertising. Voice dialog ads will be used to offer interactive marketing experiences for customers.

Conclusion

From consumer applications to enterprise solutions, voice technology has been used as a tool for transformation. By converting devices into voice-controlled systems, voice technology ensures a practical use for customers while offering self-service advantages for businesses. People are getting more used to voice-based systems, and more businesses include voice-enabled technologies in their portfolios. So, it is obvious that voice will continue to be an essential part of our lives in 2020.

Source: https://www.sestek.com/2020/01/what-will-2020-bring-to-conversational-ai/

Publish Date: January 23, 2020


2022 Buyers Guide Artificial Intelligence

Page: 12
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Aculab

Answering Machine Detection
Answering Machine Detection (AMD) enables you to determine the receiving side of an outgoing call and tailor your call flow accordingly. With AMD you can determine if a human, answering machine or fax machine has picked up an outbound voice API call.

3.) 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.

4.) 
Aktify

Aktify
Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.

5.) 
Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.

6.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

7.) 
Cognigy

Cognigy.AI
Cognigy.AI is a Conversational AI Automation platform that enables enterprises to easily create and operate AI-powered virtual agents to automatically handle calls and chats from customers and employees.

8.) 
Consilium Software

Consilium UniChAI™
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
(read more)

9.) 
ContactEngine

ContactEngine
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

10.) 
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)

11.) 
eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

12.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

13.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

14.) 
enthu.ai

Conversational AI
We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.

15.) 
Eudata

Convy.AI
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.

16.) 
ExecVision

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

17.) 
Koopid

KoopidAI
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)

18.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

19.) 
Master of Code

Conversational AI Solution
Conversational AI Solution offers the next wave of customer and employee experiences through business preferable digital channels: website and mobile chat, mobile app, SMS, Facebook Messenger, WhatsApp, Google RCS, Apple Business Chat, Amazon Alexa, Slack, Microsoft Teams. Our Conversational AI Solution enables brands to easily help customers to do self-service to increase their containment rates and save time and money.

How we create conversational experiences:

Virtual Assistants/Bots: Chat or Voice.
Customer self-service helps to save you money, time and boosts your containment rate.

Conversation Design.
A user-centric conversation design methodology that converts and retains yo...
(read more)

20.) 
Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
 
Page: 12



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