While the global pandemic set in motion rapid, wide-scale changes to today’s customer service and contact center environments, many companies have adapted with intelligent assistants and Conversational AI.

In a video session as part of this week’s Enterprise Connect Digital Conference & Expo, Dan Miller, lead analyst and founder of Opus Research, and Sheila McGee-Smith, lead analyst and founder of McGee-Smith Analytics, discussed real-world examples of AI in the contact center.
 
Today’s unprecedented demands created by COVID-19 has increased customer call volumes, presented a rapid need to handle a lot of interactions with fewer resources, and radically changed contact center workflows. Still, many firms have adapted to create positive outcomes, identify callers, recognize their intent, match them with the right agent or resource through intelligent assistants and AI-infused technologies.
 
Among the many topics explored in the video session (on-demand) include these spotlighted examples of how three providers introduced a set of solutions to meet customer demands:

• Interactions Virtual Agent – A new virtual agent, “Eva,” developed to provide accurate routing and automated assistance for collections and promise to pay.
• Nuance Kindness and Commerce – A package of offerings to support live chat, intelligent assistants, biometrics, and voice-to-messaging, highlighted by new metrics and success indicators for Nuance customers.
• Verint Self-Service in Financial Services – How government agencies saw tremendous growth in customer call volumes in COVID-19-related questions and a pharmaceutical company that adapted quickly to introduce 25 new topics in natural language support.

More examples include key customer profiles from Avaya, Genesys, RingCentral and Talkdesk using AI within their contact centers to better serve customers during the pandemic.

Be sure to watch the full video chat here at the Enterprise Connect Digital Conference & Expo.

Categories: Conversational Intelligence, Intelligent Assistants, Articles