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artificial intelligence products

AI Solutions for Business Growth and Productivity

Conversational and Generative AI solutions are an array of technologies developed to enable real-time human like conversation between human beings & computers. Using artificial intelligence products, a computer is powered to recognize user’s speech or text patterns, interpret and translate several languages, decode their intent and respond with an automated script based on the knowledge developed & stored in it. AI is transforming contact centers by improving customer service, reducing operational costs, and boosting agent productivity.

Overview of Contact Center AI Products

The conversational AI category refers to artificial intelligence (AI) systems that enable users to engage in back-and-forth conversations with computers, such as through voicebots or chatbots. These systems are designed so effectively that users often cannot distinguish whether they are interacting with a human or a conversational AI platform. Generative AI, a subset of conversational AI, can create new content such as text, images, or music based on patterns learned from data, thereby enhancing interactions by providing more dynamic and contextually relevant responses.

Contact Center AI products help businesses communicate with their customers across business functions like debt collection, marketing, sales, support, and many more for delivering an enriched CX, enhancing organizational productivity, and accelerating business growth. Businesses can use our AI offerings such as chat and voice bots, speech analytics, agent assist, and AI-powered quality monitoring to automate and elevate customer interactions at multiple touchpoints, be it voice, chat, messaging, or social media like facebook and whatsapp.

Propel your business forward and boost efficiency with conversational & generative AI in your contact center.
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Uses of Artificial Intelligence in Call Center

Businesses are investing in conversational and generative AI solutions for a variety of reasons:

AI-powered voice bots and virtual assistants can handle calls round the clock to handle large amounts of standard questions

NLP-powered AI systems grasp human speech, including slang, phrases, and accents, for seamless customer interactions

Real-time AI agent assistance offers on-screen recommendations, prompts, and relevant knowledge base articles based on the topic

Speech analytics tools analyze call recordings to extract key insights on customer behavior and agent performance

AI powered routing quickly connects customers to the most appropriate agent or department, to increase first call resolution

Sentiment analysis detects emotional cues in customer speech or text, helping agents respond more empathetically and effectively

Auto call summarization provides real-time and offline transcriptions and summaries of key points, ensuring nothing is overlooked

AI-powered quality module with real-time dashboards tracks agent activity, KPIs, and metrics, highlighting strengths and areas for improvement

AI helps in optimizing manpower needs and service costs by automating repetitive tasks and streamlining workflows

Unlock the power of AI—transform your contact center today.
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Key Components of AI Products

Core components of Artificial Intelligence products are:

Natural language processing (NLP) enables computers to understand the meaning of words & structure of sentences to respond in a natural human like way.

Machine learning enables computers to understand language, recognize patterns in data & create models of how human brain works.

Text analysis involves identifying the subject of a sentence, the object, words used in a sentence, such as nouns, verbs & adjectives, understand the meaning of a sentence, the relationships between the words, identify the topic of a text & and the sentiment of the text.

Speech recognition gives computers the ability to understand human speech, grammar & syntax of the sentence, meaning of the words, interpret the emotions & context of the conversation and convert spoken words into text.

Reduce wait times and improve customer satisfaction with intelligent automation.
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Key Benefits of Conversational AI Solutions

Reduce human workloads & enhance productivity

Address customer issues efficiently without human intervention

Intelligent automation across multiple communication channels

Businesses are able to provide relevant information and updates on time to customers

Better lead conversion & sales

Save operating costs with high return on investment (ROI)

Frequently Asked Questions

What is Artificial Intelligence (AI)?

Artificial intelligence refers to computer systems or robot systems or machines that are programmed to think like humans to perform tasks. Nowadays artificial intelligence is the basis for all computer learning and all complex decision making.

How does Conversational AI platform work?

Conversational AI, uses a variety of technologies, including natural language processing (NLP), a branch of artificial intelligence that enables computers to understand human language. The ability to analyze words and phrases allows machines to respond to human language by making their own sentences in response to human language. Text or speech inputs are understood by NLP models, which are then used to determine the intent of the conversation and the entities involved. In addition, machine learning is used to determine the appropriate response to be given to users based on their specific domain contexts.

What are the benefits of conversational AI solutions?
  • Commonly asked questions & issues can be resolved without human intervention
  • Customer queries can be resolved 24 x 7 even when customer care agents are not available
  • Can handle multiple customer conversations simultaneously be it through Voicebots or Chatbots
  • Reduced wait times for customers to get assistance
  • Enhances customer satisfaction and loyalty
  • Improves customer & agent experience
  • Automate operations & reduce operating costs
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