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Article : Artificial Intelligence (AI) Will Augment Human Interaction

#contactcenterworld, @teamhgs

In the current competitive marketplace, businesses are faced with opposing demands—to decrease customer service and operational costs while simultaneously improving customer experience and outcome. In 2019, we are seeing increased adoption of chatbots as a business tool to help accomplish these goals. And, analyses show that chatbots are delivering; they have contributed from up to 33% cost savings to CSAT improvement and revenue generation. According to Gartner, this trend will continue to grow with chatbots forecast to be integrated across a quarter of all customer service and support operations by 2020.

As recently as 2017, Facebook announced it was "refocusing" its use of AI after its bots hit a failure rate of 70%, meaning bots could only get to 30% of requests without some sort of human intervention. But, the technology is maturing fast. Today’s chatbots are a new and smarter breed, as they lead with the collective synergies of ever-evolving artificial intelligence (AI), machine learning and natural language processing (NLP) to inspire customer loyalty and satisfaction and drive increased conversions.

The reality is that chatbots are never going to truly feel emotion—certainly not on the same level as a human can. However, if you tune your bot to respond to sentiment, the experience can feel almost visceral. In a CX scenario, for instance, when the bot picks up on the anger or frustration of a customer, it can be trained to express empathy and understanding. This ability to react to emotion is also not limited to voice bots. Our "vocal personality" typically shows just as clearly as when we are texting. Therefore, the key is to apply this concept to text bots. Bots can learn to respond using emojis and acronyms to show a certain personality (using today’s OMG, LOL, BRB, etc.). Most importantly, bots should remain in character and never deviate. At the start of bot building, voice or text, bots can be created employing personality with purpose. By remaining in character, the bot will become more predictable and effective when communicating with humans. In terms of deployment, these bots are not always optimized, as in cases when they are unevenly implemented or unsupported by governance or process. In terms of the maturity of embracing this technology, organizations might not have the in-house expertise to optimize and train a machine learning, natural language processing AI model.

As true automation experts, technology consultants can position clients ahead of the pack with key differentiators—in terms of chatbot technology, process and talent. Those transformation drivers with an added edge are equipped with both best-in-class enterprise platforms (Microsoft, IBM, Amazon Web Services (AWS) and Google) and customer service expertise. These service providers bring domain expertise and a knowledge base of a range of industries, as well as a uniquely scalable and sustainable solution. As incubation innovators, these partners can custom fit chatbot solutions and serve as a creative hub for business disruption strategy, creation, deployment and testing.

Today’s bots increasingly provide a strong sense of reliability, consistency and ease of use, which are critical to meet the demand for a unified customer experience strategy. As the years progress, talking to a bot will be more and more akin to a human and will help to automate and supplement human interactions. Improvements in Natural Language Processing (NLP) mean that AI can understand the subtleties of speech and text. As a result, AI is getting better at problem solving and can understand complex queries and find solutions. This will help to improve experiences by augmenting what we do in our day-to-day. The bot will not replace the human element, but the two will work in tandem in our everyday lives.

#contactcenterworld, @teamhgs


About Larry Fleischman:
Larry Fleischman oversees global business development for Element Solutions, the digital consulting arm of the Hinduja Group based in the U.K. His team focuses on building digitally transformative solutions that solve real world challenges for our customers.

About Hinduja Global Solutions Ltd.:
Company LogoA global provider in business process management (BPM) and optimising the customer experience lifecycle, HGS is helping to make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centres and HRO solutions to deliver transformational impact to clients. Part of the conglomerate Hinduja Group, HGS takes a “globally local” approach, with over 42,371 employees across 72 delivery centres (as on 30th June 2019) in seven countries making a difference to some of the world’s brands across nine key verticals.
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Today's Tip of the Day - Shorten Your Recruitment Process

Read today's tip or listen to it on podcast.

Published: Friday, October 11, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
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.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
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)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

8.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 
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