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Can technology find a cure for COVID-19? It is still too early to give an answer to this question, although researchers are working on it.
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If we change the question as “Can technology help us to handle these difficult times?” We don’t need time to find an answer. The answer is obviously, “Yes.” Because like a godsend, technology is helping us transform the way we work and the way we live.
Being prepared with a digital workforce and digital technologies paid off. Thanks to advanced digital technologies, millions of people easily adapted to the changes due to social isolation concerns. Schools managed to switch to online classes so that education was not interrupted. Millions of employees continue to do their job without leaving their homes. And many companies continued to serve their customers without needing physical contact points.
And AI was on the stage as always. Conversational AI technologies enabled us to reach brands easily whenever we need them. We continued to get the high-quality service as we used to do simply by interacting with a chatbot, a virtual assistant, or a speech-enabled IVR system.
A crisis means a shaky ground for your brand’s image. If you can’t provide your customers with what they need on time, this might damage your brand. On the other hand, offering your customers consistent self-service across any channel, they prefer would help you to turn the crisis into an opportunity for your business. And to achieve this, you can get help from Conversational AI.
As Sestek Marketing Team, we prepared a playbook to guide you through your Conversational AI journey. By downloading our free e-book, you will learn about the definition of Conversational AI, along with technologies supporting it. You will also see an industry snapshot that defines today and tomorrow of the technology. You will dive into the benefits of conversational AI, with a list of products that include this technology. And the final section of our e-book which was designed as a playbook aims to guide you through the implementation of the technology in your own business.
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.
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.
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.
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)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 contact center’s agent-assisted service. These chatbots are able to recognize human text chat and speech and understand the caller’s intent without requiring the caller to converse in specific phrases. Callers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment, without the need to speak to an agent. UniChAI™ is designed to deliver a personalized customer experience across any application, device, or channel, with an advanced bot and virtual agent to recognize customer intentions. While most chatbots try to mimic human interactions, UniChAI™ is more than a chatbot – it keeps interactions intuitive and repeatable, using consistent features and helping enterprises to answer and resolve a high percentage of their routine customer inquiries without any human intervention, resulting in increased productivity and efficiency, and certainly a shorter waiting time in queue.
UniChAI™ allows contact centers to create intelligent conversational chatbots, and turn their contact flows into natural conversations that provide personalized experiences for callers. Using the most advanced AI technology, a chatbot powered by UniChAI™ can be attached to a non-voice contact flow to recognize the intent of the caller, ask follow-up questions, and provide answers. UniChAI™ maintains context and manages the dialogue, dynamically adjusting the responses based on the conversation, so that contact centers can perform common tasks and address many customer inquiries through self-service interaction with the bot. Benefits at a glance • Personalizing the customer experience: UniChAI™ serves as a virtual assistant, providing real-time context and advice to the agent, making customer and agent interactions more effective as the most relevant customer interaction history is presented to the agent. • 24x7 availability: Customer service is all about convenience, that is services being available 24 hours a day, 7 days a week. UniChAI™ chatbot can deliver self-service to clients round the clock, by filling in those hours when your contact center is not staffed. • Improving Customer Satisfaction: Using the advanced capabilities of Artificial Intelligence (AI), UniChAI™ understands the context and sentiment of the customer query to respond back quickly, thus, reducing operational costs and resulting in greater levels of customer satisfaction. • Easy to Use: UniChAI™ provides an easy-to-use console to create chatbot or conversational interfaces in minutes. • Seamless 3rd-Party Integrations: UniChAI™ provides built-in integrations with 3rd party CRM’s or applications using REST APIs. • Cost-effective: With UniChAI™ there are no upfront costs or minimum fees. Contact centers and technology partners can avail Consilium’s pay-as-you-go pricing, which makes it a cost-effective way to step into conversational AI capability.
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.
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)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-the-customer.
Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation.
The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated.
As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation.
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.
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.
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.
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)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 chatbots. An even more powerful technique enables AI to manipulate the visual aspects of the user interface as well. Imagine interacting with what seems like a just-in-time mobile app or web-site, created just for you - the user - and optimized for exactly the problem you are trying to address at this moment. A Conversational UI, as it were.
Deploying Conversational UI’s can dramatically improve rates of self-service, reduce call volumes and greatly simplify the customer experience. Further, integrating a Conversational UI into a natural language IVR and providing a seamless experience across channels can enable intuitive and personalized experiences that are truly delightful. And in an era where customer loyalty is closely co-related with the quality of experience, that is a game changer for the business as well.
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.
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.
Oracle Digital Assistant The next generation state-of-the-art text and voice AI Chatbot . No coding required. Reduce call volumes by 30-60%. Reduce waiting times
CSAT.AI CSAT.AI Scores Better Customer Service with Gamified Guidance!
CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.
SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
Speed features:
*Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more)The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
Speed features:
*Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring
&
PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center.
The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES!
The PLUS features:
*Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less *Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization) *Overlays and Enhances Existing Contact Center Solution Set *Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass” *Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc. *Detailed Agent Profile Audit Trails
VADS Smart Chat Assistance VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.
VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.
Benefits : - Reducing operational workload - Increase customer engagement and customer experience - Save on operating costs - Provide insight into the customer
The new paradigm in customer engagement, the Synthetix Chatbot can generate new revenues as well as resolve customer queries. Our AI-powered chatbot technology doesn't wait until your customers want to contact you – it offers help and assistance from the moment they interact with your brand, qualifying them based on their needs, working with your CRM to personalise their experience, creating leads and tactically escalating them to the most appropriate contact channel.
InterDialog UCCS InterDialog UCCS with its AI based bots helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.
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