Top 5 AI-Powered Technologies Driving Contact Centers into The Future

In our recent webinar with the CX Guru, Khaled Ramadan – Powered by Verint, We asked Ramadan about his thoughts on the role of AI in the contact centers? Here are some of his interesting answers:

• Many organizations implemented the ChatBot or Virtual Assistant for Self Service, mainly to reduce Agent assisted interactions.   
• Some new AI Agent Assistance tools are now used to help agents to deliver better and more efficient calls, such as Voice Biometrics, Knowledge Management & Speech Analytics.
• Conversational IVR – where AI is transforming IVRs to become smarter, dynamic, and personalized.
• Robotic Process Automation or RPA for front and back office to help organizations do things smarter and faster.

In this blog article, we are pleased to walk you through each and every technology/solution benefits and best practice. 

Let’s get started

Chatbots – Botter Enterprise Chatbot by IST

Botter Chatbot is an AI software that can simulate a conversation (or chat) with a user in natural language through messaging applications, websites, and mobile apps or through the telephone.  

1. Botter Framework is empowered by a plug and play capability that can connect to any CISCO or Genesys contact center solution optimizing and enhancing customers experience
2. Seamless Integration Botter integrates with Slack, Facebook Messenger, WhatsApp channels, and many more.
3. It’s an On-Prem | Hybrid & Cloud Deployment Models
   1. BOTTER comes fully with different deployment models to meet your enterprise requirements, BOTTER provides one of the best Arabic On-Prem, Hybrid, and Cloud ChatBot and NLP Engines That meet your security standard model
      

Knowledge Management & Speech Analytics by Verint

Verint Knowledge Management can help your employees possess the right skills, tools, and knowledge, empowering them to have successful customer interactions. Overall, this results in greater job satisfaction and happier customers. Verint Knowledge Management provides your business with the following capabilities:

1. Get the information you need sooner – By creating a centralized repository of technical content, frequently asked questions, procedures, and more, contact center agents will be able to search the knowledge base using keywords and natural language. This will provide consistent, accurate answers to customer enquiries, through whichever channel the customer chooses to communicate.
2. Reduced Escalations – If the right information is not easily accessible, the call will likely result in an escalation to a more specialized resource. A Knowledge base can contain literally millions of articles, across a wide variety of topics. Even if an agent has never taken a call of this type, he or she will be able to resolve this issue with confidence.
3. Make fewer mistakes – The old adage “history repeats itself” is as true in business as it is in all other aspects of life. When employees aren’t sharing information, they’re doomed to repeat the same mistakes others have already made. But this is avoidable when the lessons-learned from mistakes and failures are easily accessible to everyone.

Verint Speech Analytics 

A key element of Verint’s speech analytics is the ability to identify and group words that are different but contextually related to a particular topic. For example, relating overage, minutes of usage, and late charges to “fees”. Here are some other benefits of using this platform:

1. Gain a deeper understanding of the meaning and context used in conversations
2. Reveal process-related opportunities, points of failure, and technology barriers
3. Receive insights improving agent performance, call handling efficiency & accountability

Conversational IVR – Nun Conversational IVR by IST

IST’s Nun Conversational IVR replaces push-button menus. It empowers your customers to navigate through the IVR tree using only voice commands and artificial intelligence that understands human speech and routes calls accordingly—or even completes tasks without the need for a live agent. Check out some of its key benefits are highlighted below:

1. Intent Recognition – This allows customers to state their needs in their own words, including complex queries. Our software understands the meaning behind customer queries with high accuracy. If a query is ambiguous, the technology will ask additional questions to understand. This results in a human-like dialog between customers and the software
2. Designed for your Industry – Nun Conversation IVR comes with a wide range of services and intents. It is carefully designed for both the Banking and Insurance industry to comply with your organization’s compliance and security requirements.
3. AI-Powered Arabic Speech Generation – Accurately interprets currencies, formats, names, and numbers.

Robotic Process Automation (RPA) by UIPath

Robotic Process Automation (RPA) is a technology that allows a computer program (or “robot”) to replicate otherwise manual processes in an automated, repeatable and reliable manner. Built For Business And IT, The UiPath Enterprise RPA Platform Will Always Provide You With A Consistent Automation Edge Over Your Competition. 

1. Error-Free Process – With RPA, Process automation eliminates costly defects – those that lead to false analytics and poor decision-making. No missing, or mistaken customer information & service reps face no.
2. Secure Enterprise Data – This system reduces the risk of unauthorized access as business functions use and inherit the already available security infrastructure where authorization concepts are already implemented.
3. Empower The Workforce – increases the satisfaction of employees as they perform significant & worthy jobs.