Date : 21-Sep-2020
Location: Kuala Lumpur
Organization:
Uniphore, a world leader in Conversational AI.
Key Takeaways:
- Contact Centre evolution has begun.
- By today's standard, the best contact centre is a digitally centralized platform with A.I automation that empowers a 24/7 and geographically decentralized call agents with the ability to collect big raw data and generates business insights whilst keeping customers happy and in good hands.
Offering:
auMina - Conversational Automation & Analytics solution.
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| Conversational Automation & Analytics solution workflow |
Spokepersons:
Ravi Saraogi, Co-founder and President of Asia Pacific, Uniphore.
Insights:
- With an AI-powered platform such as Conversational Service Automation (CSA), businesses have managed to adhere to safe distancing requirements and support agents to operate remotely.
- CSA prioritises and routes calls appropriately by recognising a caller’s intent, mood, and sentiment thereby funnelling incoming calls. This way, agents are equipped with the latest background of a call and are able to better assist customers and provide a much personalised and improved service experience.
- Call centres have become Omni-Channel platform - From email to instant messaging, video or social media, CSA integrates multiple touchpoints to offer customers one seamless experience.
- The platform automates post-call summaries to enable agents to focus on what they do best – solving customer queries. This in turn enables them to handle double the number of calls and save operational costs and time.
- Transform Data Center Voice Data into Structured Database for Real-time Actionable Insights.
Editor's comments:
How can a small company with a help-desk team implement a contemporary contact centre ? Whoever has the answer, feel free to comment below.
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