Creating Seamless Customer Journeys

Automation is critical to create extraordinary experiences across all points of the customer service lifecycle, as highlighted during HFS Founder Phil Fersht's conversation with Amelia CEO Chetan Dube.

In a recent discussion with HFS Founder Phil Fersht, Amelia CEO Chetan Dube reflected on the growing importance of automation to enable successful customer journeys across industries — especially for avoiding failures anywhere across end-to-end services. "You need to be able to eliminate all the intermediary points of inefficiency" by deploying automation in front- and back-office functions, Chetan says.

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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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