Customer Care as a Differentiator

Companies must provide extraordinary customer care to differentiate in highly competitive markets such as banking and financial services, as Amelia CEO Chetan Dube discussed with HFS Founder Phil Fersht.

In his recent conversation with Amelia CEO Chetan Dube, HFS Founder Phil Fersht said that he sees "the access to talent is changing beyond all recognition," especially as the world emerges from two-plus years of pandemic lockdowns and restrictions. He also wondered about the future of traditional delivery centers, given talent shortages and the ability to deploy virtual digital agents anywhere. As Chetan observed: "Why have delivery centers when you have Digital Employees in the ether?" As digital agents proliferate, Chetan said "the differentiation is really about customer care" for businesses across industries.

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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