Chatbots are AI-based programs that facilitate basic conversations between humans and computers. According to independent research firm Ovum, chatbots are “best deployed where there is a clearly defined scenario that is predictable and capable of being scripted in advance, with a clearly structured or predictable flow to the conversation; for example, answering frequently asked questions (FAQs) or engaging in chat interactions to process payments.” Amelia is not a chatbot but rather Conversational AI, which has been designed to understand user requests via natural language processing (NLP); she can absorb information, learn by following process maps created from prior interactions, observe colleagues to discover the optimal course of action, and apply supervised learning to address similar scenarios without human intervention. These capabilities are significant in performing tasks beyond the most basic customer service engagements.
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.