San Francisco, CA, USA, April, 2021 -- Talkdesk(R), Inc., a cloud contact center for enterprises, launched Talkdesk AI TrainerTM, a human-in the-loop (HITL) tool for contact centers. While most artificial intelligence (AI) systems require the employment of highly specialized data scientists, the simplicity of Talkdesk AI Trainer allows agents with domain knowledge to improve the AI models autonomously. As a result, enterprises can successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case and increases customer satisfaction.
Human-in-the-loop systems—in which humans provide information and knowledge for AI training—are essential for many applications and the ongoing maturation of AI in the contact center.
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
"By lowering the barrier to AI adoption in contact centers, Talkdesk AI Trainer is revolutionizing the way companies implement, maintain and customize their AI models for automation," said Charyana Kannan, chief product officer, Talkdesk. "Enterprises no longer need to hire highly specialized data scientists to program their machine learning models. With AI Trainer, enterprises become autonomous by leveraging their internal customer service subject matter experts—agents and supervisors—to embed knowledge into their existing AI architecture. Talkdesk AI Trainer signifies a bold move into the future of work, where agents are empowered to join the era of AI."
"AI has game changing potential but AI systems are not perfect. Human-in-the-loop AI training can fill-in the gaps that machines might miss," said Zeus Kerravala, founder and principal analyst, ZK Research. "In this new AI era, Talkdesk continues to deliver state-of-the art products that will decrease cost and improve CX."
Posted by Veronica Silva Cusi, news correspondent
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
Published: Monday, April 5, 2021
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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.
*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