Contact Center AI (CCAI)

Overview

• Solution to build software-based customer service systems
  • Understands, interacts, talks and actions caller requests
  • Captures what customers say
    • Speech-to-text (STT)
  • Understands
    • Natural language understanding (NLU)
  • Talks back
    • Text-to-speech (TTS)
• Personalise brand or region
  • Voice generation
• Combine with other best-in-class technology
  • Integrates with top telephony providers

Three Pillars

• Dialogflow—virtual agent and NLU for chat and voice
• Agent Assist—real time step-by-step guidance to agents
• Insights—real time visibility into key call drivers and sentiment

Challenges with Traditional Interactive Voice Response Systems (IVRs)

• Long waits
• Needs not met on first contact
• Humans needed to answer basic queries
• Difficulties providing the correct number of human agents to satisfy requests
  • Both too many, and too few