AI allows software to learn and use acquired knowledge to make decisions and complete tasks. For example, AI assigned to a customer service role can access inventory data to help customers make informed decisions about products. The cognitive software processes a request, uses its intelligence to find information, and makes a judgment about which information best applies to a resolution. AI can process upcoming traffic and use real-time information to recommend the best route for delivery drivers. In other scenarios, AI can learn when customers are most likely to answer emails and recommend specific times for sales teams to contact them. In Amelia's case, AI can learn from interactions to provide customers with faster service, handle multiple questions in one conversation, and use dialogue to help customers find exactly what they need.
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.