The Shift to Digital First

Companies are quickly moving to deploy digital agents on the front lines of customer support, as discussed by Amelia CEO Chetan Dube and HFS Founder Phil Fersht.

Businesses are moving into exciting new phases of customer service as they embed Conversational AI agents within their operations. As Amelia CEO Chetan Dube recently discussed with HFS Founder Phil Fersht, "digital agents are coming to the front line — they are the ones attempting to solve the problem, and people and humans are shifting in as points of escalation… it's a polar shift we’re starting to see in the market."

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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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