Technology

Gen AI is coming to the contact center. But how can you avoid common challenges and concerns with implementation? Few companies have the time or resources to train their own models, and most will instead rely on vendors for Gen AI capabilities. Let's look at 6 ways companies can vet Gen AI vendors.

In the world of Intelligent Virtual Assistants (IVAs), a 97% intent accuracy rate is remarkable — we won’t shy away from saying it. But what’s as important as touting this metric is explaining how we achieve it for our clients. Read the blog to find out.

Conversational AI is complicated. We broke it down for you. Read the cliff notes of Conversational AI technology in this blog.

Technology is now being designed to adapt to humans needs rather than the other way around, making it more user-friendly and accessible. Learn more!

Many brands are now stopping to evaluate why their digital transformation is not progressing as fast as they wanted. Learn 5 reasons digital transformation in your contact center may not be achieving the goals you set in this blog.

The promise of omnichannel–a seamless integration of automated self-service across digital and voice channels– had us believing that customers could call a business, pause the conversation, and then pick up the same conversation without losing context through texting. In reality, there are only a handful of companies who have achieved this. Why? They aren’t optimized for voice. Learn more in this blog.

While a lot of the benefits of AI are centered around customer experience, the elevation of agent experience should not be discounted. Beyond the reduction in operational expenses, agent experience can have a tremendous impact on the entire business. In this blog, learn about the levels of agent augmentation to see the varying degrees of involvement and sophistication that can be offered.

Learn the basics of RPA (robotic process automation) and how it can help customer experience and agent experience.

Learn the impact and challenges of different pronunciations on Conversational AI models in this blog.

Humans make mistakes, and so do machines. In recent years, the role of AI has become prominent in every aspect of our lives. We trust AI responses to make our decisions, but do we really know how reliable AI decisions are? Learn about the role of a confidence score in Conversational AI in this blog.

Embarking on a digital transformation journey is no easy feat. CIOs best understand the complexity of legacy technologies, the transformation of business outcomes, and modernization current customer experience channels, and therefore have a key role in improving CX for their organizations.

Without a proper automation system in place, customers will have frustrating experiences that lead to lost business. Learn about the different types of automation and which is best for your business in our blog.