San Francisco, CA, USA, Oct, 2020 -- UJET Inc., a cloud contact center platform for customer-centric enterprises, announced the general availability of its Virtual Agent, a new solution powered by artificial intelligence (AI) and UJET’s customer experience platform. The UJET Virtual Agent is designed to truly improve the customer experience. With UJET’s Virtual Agent, businesses can leverage prior interactions to deliver personalized and effective assistance via a natural interaction while improving customer satisfaction and enhancing contact center efficiencies.
Businesses are steadily turning to conversational AI solutions as a means to improve customer experience, provide 24/7 customer service, personalize interactions, and intelligently manage their contact center operations, including measuring start-to-finish resolutions or agent deflections. According to Gartner’s Predicts 2019: CRM Customer Service and Support, by 2025, customer service organizations that deploy AI in their customer engagement center platforms will increase their operational efficiency by 25%. While a recent study from UJET and Canam Research found that 50% of customer service professionals surveyed said they are planning on implementing a chatbot into their contact center within the next 12 months, and that contact center professionals are predominately looking to leverage AI to reduce repetitive tasks (48%), improve customer experience (CX) (46%), and lower costs (40%).
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"The adoption of intelligence, automation, and self-service capabilities are fueling the evolution of the contact center and customer service. Yet while the positive impacts of intelligence and automation have been felt by contact center agents, the digital experience for customers is still largely fragmented," said Omer Minkara, Vice President and Principal Analyst, Contact Center and Customer Experience Management, Aberdeen. "With functionality such as intelligent routing and the ability to add multiple specialized Virtual Agents, UJET takes a flexible and modern approach to transforming customer experiences, streamlining operations, and ensuring that companies can get the most out of their virtual agents."
"Two significant trends impacting the digital transformation of customer service are the rising adoption of conversational AI and the generational shift towards digital and mobile native consumers. We see these tools not only as a way to optimize operational efficiencies, but also to modernize customer communications," said Anand Janefalkar, Founder & CEO, UJET. "UJET’s Virtual Agent showcases our customer-centric approach to delivering cutting-edge innovation that not only delivers a better bottom line for the contact center but does so by providing more natural, less robotic experiences for their customers."
Posted by Veronica Silva Cusi, news correspondent
UJET is a modern cloud contact center software company with leading innovation in smartphone-era customer support on the web, phone, and mobile apps. The UJET platform delights end-users with any time, anywhere access and simple smartphone functionality and elevates agent performance through context-aware solutions for voice, chat, image, video, and text. The UJET platform is enterprise grade in its global reliability, security, and scaling capacity and is SOC2 Type II and HIPAA compliant. UJET is trusted by customer-centric, innovative enterprises.
Published: Friday, October 16, 2020
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