Telefoníca Peru pursued a way to limit the number of calls transferred within the contact center to reduce costs and improve the overall customer experience. To accomplish this task, Telefoníca implemented Amelia as voice-based customer service agent for its Peruvian contact centers. Watch this video to learn more about Telefonica's AI journey.
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.