Learn the pros and cons of artificial intelligence in the contact center industry. Find out how smart IVR design will help you grow. Basically, this will allow you to optimize for better customer experience in a call center. For this, we use IVR performance tuning analysis to create a detailed report. so, it details where your AI dialects maybe steering your customer service agents wrong.
There is a lot of buzz around AI. I see a lot of articles, attend conference sessions and often have discussions with my peers in the industry. There seems to be this vague notion that if you put the label AI on something. It is now new and improved and will somehow solve problems like the ‘A’ is for automatic instead of artificial. This begs the question:
What is artificial intelligence?
During the last twenty years in the Contact Center industry I have seen many technologies come into the market. They disrupt the industry then get acquired and vanish. Email and chat automation (Banter), Customer Intelligence (RightPoint) and the inclusion of technologies into core components that people don’t understand. The Genesys Rules Engine and Conversation manager, all of which led to a more adaptive and intelligent contact environment.
With Natural language, a data driven IVR, and a smart business rules engine, we are be able to accomplish the ‘AI’ needs of more than 99% of the businesses out there. by building an intelligent, relevant, personalized, and easy to use interface that does as much as (or more than) what all of today’s AI companies are purporting, without the heavy costs of their magical ‘AI Engine’ that, so far, seems to consist of Natural Language and a business rules engine with a pretty wrapper.
About Forty 7 Ronin
Forty 7 Ronin was founded in Colorado in 2011 by senior members of the IVR industry who developed better tools to boost performance. In addition to IVR tuning, the company offers VUI design, reporting, and hosted IVR solutions. It also provides training courses delivered in a variety of formats, including classroom, onsite and online – using real world examples. Visit www.forty7ronin.com; call 719-445-8054; or email firstname.lastname@example.org.