How GenAI-powered auto-call summarization increases ROI and improves workflows

Posted by Louise Gutenberg on Feb 28, 2024 10:30:00 AM

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. Strategies not centering around AI and automation are quickly neglected by executive leaders. While being a relatively new type of AI, Generative AI (GenAI) has quickly proven to be of crucial importance to leading organizations due to its ability to drive personalization and workflow efficiency at scale — leading to both cost savings and revenue increases. As explained by Gartner “By 2026, more than 80% of enterprises will have used generative artificial intelligence (GenAI) application programming interfaces (APIs) or models, and/or deployed GenAI-enabled applications in production environments, up from less than 5% in 2023”.  While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations. Continue reading to learn how and why GenAI-powered auto-call summarization helps increase agent productivity, drive process efficiency, and reduce operational costs.

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Topics: contact center, AI, digital transformation

Three Red Flags Your Contact Center is Falling Behind and How to Get Back on Track

Posted by Louise Gutenberg on Feb 7, 2024 11:06:16 AM

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. Case in point, PWC highlights that a staggering 32% of customers would walk away after just one bad interaction, underscoring the significance of meeting your customers' needs on the first try every time. Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. The question is — where do you begin? 

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Topics: cloud security, scalability, cloud contact center, best practices, AI, automation

Why Do We Need AI? A Guide to Conversational AI in the Contact Center.

Posted by Louise Gutenberg on Jan 24, 2024 2:06:33 PM

When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? Or is the opposite true? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising. As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. 

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Topics: customer experience, cx, AI, digital transformation

Top 5 CX Strategies to Optimize Your Contact Center in 2024

Posted by Louise Gutenberg on Jan 9, 2024 9:00:00 AM

You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. To stay competitive, you need to meet your customers' expectations by addressing their specific concerns in a personalized way. Chances are, however, simply adding cloud capabilities as an additional layer on top of your current communications platform will have minimal impact on your business if little thought is given to how these are weaved into your workflows and processes. For example, migrating from an on-premise contact center solution to a cloud offering is NOT in itself digitally transformative, unless it is part of a larger strategy that also explores how it will enhance existing processes and customer experiences for the better.

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Topics: CRM, contact center, best practices, contact center integrations, customer service trends, artificial intelligence, AI, automation, business transformation

How Businesses Can Leverage Voice AI Solutions for SAP Customer Experience

Posted by 3CLogic on Nov 27, 2023 9:00:00 AM

Despite the advances in technology especially when it comes to communication channels, voice is still the go-to method for most customers reaching out for support. Artificial Intelligence (AI) language models may increase the sophistication of customer service, but customers still want to hear a voice at the other end of their interaction.

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