News : Bright Pattern Partners with Alterra.ai to Bring Virtual Agent AI to the Contact Center
San Bruno, CA, USA, March, 2017 -- Bright Pattern announces its partnership with Palo Alto startup, Alterra.ai. Together the companies are bringing AI and Deep Learning technologies to the contact center industry.
Alterra.ai has created a virtual agent powered by Deep Learning algorithms that can integrate into the Bright Pattern platform. The bot can be plugged into existing inside sales and support channels, augmenting or even replacing live contact center agents. The bot answers routine questions, gathers information from users, and fills order forms, while escalating complicated interactions to live agents.
"Through this partnership, we’re thrilled to be bringing conversational virtual assistants where they are needed the most: to existing contact centers," said Sergei Burkov, CEO of Alterra.ai "This simple integration will make agents more productive, by freeing them from repetitive, routine interactions."
"The integration between Bright Pattern and Alterra.ai has the power to radically improve customer experience in contact centers by utilizing AI," said Konstantin Kishinsky, CEO of Bright Pattern. "The bot provides customers with more immediate and accurate feedback and the integration into Bright Pattern’s software allows the bot to seamlessly escalate difficult interactions to live agents."
Posted by Veronica Silva Cusi, news correspondent
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About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
Published: Friday, March 10, 2017
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