We can pretty much guarantee that your customers hate Interactive Voice Response (IVR): “Press 8 if you want to speak with customer service.” You can now move past that to improve first-contact resolution, reduce hold times, smooth channel and agent handoffs, and optimize agent efficiency. This is a major opportunity for competitive advantage as only 2% of contact center calls are now handled by artificial intelligence (Source: Gartner). Out-of-the-box bots are not the answer, since they’re usually only able to answer simple FAQ questions.
Infused with ICSC AI® Text to Speech and ICSC AI® Speech to Text — both based on our market-leading natural language processing (NLP) — ICSC AI Assistant can deliver the benefits of AI-powered search and intelligent document processing to quickly find information in unstructured documents. The benefits of AI voice, AI voice chatbots, and NLP include increased customer and agent satisfaction, improved call resolution rates, and reduced operational costs.
To bring you the benefits of contact center as a service (CCaaS) we integrate AI Assistant with the systems of CX and many other vendors. With automation, the voice assistant can help you reduce your total cost of service, deliver answers faster, and offer more accurate routing.