BBVA needed to resolve issues with large customer service volumes. So the multinational banking group hired Amelia. “Having [Amelia] working with us has really made the difference,” says Ignacio Bernal Echeverria, Global Head of Architecture and IT Innovation at BBVA. “Our customers are really starting to feel the difference of having these types of technologies, enabling our relationship with them.”
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.