Ready to seriously reduce contact center headcount without compromising the customer communication experience?
To date, Interactive Voice Response (IVR) has shared the load with human agents but has been constrained by basic levels of functionality confined to queueing or, at best, re-routing calls.
However, a new breed of AI-powered agent is set to reimagine how enterprises interact with those they serve whilst simultaneously replacing initial human-to-human contact altogether.
The result? Enhanced convenience for customers and, for businesses, a hugely positive impact on efficiency, productivity and, ultimately, profit.
All those enterprises (and their service providers) must do to capitalise is partner with a vendor that has the vision and the solution to make it happen.
“Press 1 for sales, 2 for support, and 3 for accounts no longer serves businesses or their customers in ways that are capable of shifting the service delivery dial going forward – now both can look forward to a new era in which there will be big gains everywhere,” says Johan Aberg, Chief Product Officer and co-founder at pioneering channel-focused AI telephony vendor Lynes, whose new AI Operator solution changes the game.
“Intelligent conversation without the need for human interaction; slick automation of standardized information sharing; and high-quality, reliable outcomes – this is no longer the future, this is now.”
The AI Operator solution – which can be male or female, given names, and configured in multiple languages and even feature local accents – is given secure access to user organisations’ tailored internal information in ways which enable it to talk to customers and act intelligently on their specific requests.
Actions can include everything from the simple transfer of a call to a particular extension number, to the relaying of live information such as opening hours, or the current status and future availability of a named individual.
Importantly, each AI Operator ‘agent’ specialises in a particular field and does not have access to unrelated or sensitive data. That means, unlike other AI-powered bot solutions that are allowed to mine organisations’ entire knowledge base, it leverages only very focused information more likely to provide a caller with the richest and most useful response possible.
User organisations can deploy any number of ‘agents’ and, crucially, the set-up is fast and simple.
“Most companies will have the information that AI Operator needs already contained within existing documents,” says Aberg. “They simply select the documents and drag-and-drop to the appropriate agent. Prior to activation, users can do their own test chatting and assess the responses they get to ensure it has the right knowledge. All of that can be done step by step and doesn’t need to be giant project from the outset. Or a new knowledge base can be created in the background and users can switch from the old to the new at a designated moment. The solution also delivers full transcripts and replays of all calls so that human supervisors can oversee operations and intervene if necessary.”
Lynes AI Operator is due to be launched in March and will be priced on a pay-per-minute basis.
“Our demonstrations to date have prompted an incredible response,” says Aberg. “Customers have sat there shaking their heads and with their mouths gaping. For large enterprises with very high numbers of human contact center agents that may no longer be needed, the potential efficiencies are hugely exciting.”
- To learn more about how Lynes can help your and your customers’ businesses leverage the benefits of AI-powered contact center technology, visit the website.
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