Conversational AI and Friction-Less Customer Experiences Learn From Best Practices

Learn how Conversational AI can transform customer experiences, with insights from IDC and our client Sterling National Bank.

In 2020, IDC says the global shift to remote work and contactless experiences brought Conversational AI into the spotlight. Despite this technology's ability to deliver friction-less user experiences, many organizations rely too heavily on full-time call center agents and employees to handle customer service, methods that are time-consuming, costly and unable to scale.

Implementing Conversational AI as a voice- and chat-based customer service platform allows businesses to redirect precious employee hours from high-volume tasks to more valuable work. The switch from high-contact to contactless service is good for businesses and customers alike, resulting in reduced wait times, more first-touch resolutions and increased agent availability.

Watch our webinar to learn how your company can take advantage of this transformative market trend, with insights from IDC as well as Sterling National Bank, which replaced its outdated IVR with Amelia's Conversational AI capabilities with outstanding results.

Our presenters:

  • Hayley Sutherland, Senior Research Analyst, IDC
  • Jason Vazquez, EVP and CIO, Sterling National Bank
  • Joshua Schechter, Director of Cognitive Implementation, Amelia

The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

In this white paper, we examine the benefits of an Intelligent Contact Center, where companies utilize Conversational AI-powered virtual agents to provide first-line resolution and support for customers, and augment human employees through AI and automation.

Download our paper to learn the benefits of this approach and why current IVR systems simply will not cut it in today’s hyper-paced digital landscape.

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