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Hello! How May A.I. Help You? - STARTEK - ContactCenterWorld.com Blog

Hello! How May A.I. Help You?

Artificial Intelligence (AI) is increasingly becoming part of our daily routines. The more we interact with Alexa and Siri, the more comfortable we are inviting these technologies into our homes and lives. There’s even a chatbot now to help people suffering from depression or anxiety. Even though these smart machines lack true feelings such as sadness, love, and happiness, we’ve grown accustomed to interacting with them. In fact, if you have recently contacted customer service via a text chat, there’s a good chance you were speaking with a chatbot. But this is really just the tip of the iceberg.

Brands Adding Value with Chatbots

Patience is a virtue, but in today’s consumer obsessed world, we know all too well that most of us don’t have patience. We want it now! Companies have taken notice and are using chatbots to connect with consumers, increase sales, and improve their operations. In fact, brands like Sephora, Amazon, Starbucks and Whole Foods have all incorporated bots into their customer experience strategies over the past year. And it makes good sense. Consumers communicate with family, friends and colleagues across multiple channels including messaging platforms. So why wouldn’t they want to use the same applications to talk with a retail brand, bank, or healthcare provider? Chatbots allow brands to provide automated suggestions based on specific requests, and they can be extremely useful for providing product or service recommendations. Chatbots are also instantly ready to assist and resolve customer inquiries – and they don’t take coffee breaks.


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Rapid Shift to App Messaging & Chatbots

Brands are beginning to use a wide variety of bots based on situational need to bring value to each customer interaction. For example, the most commonly used is the rule-based bot that is preprogrammed to look for trigger words or phrases in conversations. This type of bot is not designed to understand everything a consumer says. Instead, it maintains a yes/no logic programming. You interact with such programming via virtual assistants and your messaging applications today.

Brands area also embracing messaging apps, which go beyond the general use of text. These apps include emojis, GIFS, video, and photo images right at our finger tips. Taking it a step further, some apps have incorporated photo filters and lenses to give users an enhanced experience while chatting. No wonder people are quickly adapting to this trend. Not to mention, messaging apps are generally user friendly and require little practice to become an expert. Consumers don’t have time to train themselves on apps that take a lot of effort. They just want their concerns and questions addressed in a timely manner.

What’s Next

Facebook and WhatsAPP report more than 2.8 billion messaging users between the two applications. Brands will continue to use these tools to further the customer experience, introducing scenarios we never thought possible. In a recent report by twilio, 85% of consumers want to receive information and be able to reply to businesses through messaging. This includes information like receiving appointment reminders, providing product feedback, receiving a check delivery status, and receiving coupons or promotional offers. Consumers want brands to understand them and to know how and when to engage using a bot. The future is here, and there’s no denying the endless opportunities that chatbots can bring.

Source: http://www.startek.com/news/whos-hiding-dark-chatbots

Publish Date: January 24, 2019 5:00 AM


2021 Buyers Guide Automation

 
1.) 
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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
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.

6.) 
OpsTel Services

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)
 



View more from STARTEK

Recent Blog Posts:
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Hello! How May A.I. Help You?January 24, 2019 5:00 AM
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