How Conversational AI is Powering the New Contact Center
While customer service scores remained the same or even increased during the last year, this JD Power study found that average call handling time increased 55% of companies. Learn from Forrester’s Max Ball and Avaamo’s Robert Smith how Conversational AI can deliver:
- Before the call:
Zero Call Waiting. The ability to scale and handle peak volumes with no waiting. - During the Call:
Reduce Average Handle Time (AHT) by handling repetitive tasks faster and providing a unified experience, irrespective of channel. - After the call
Instead of agents manually updating systems, repetitive tasks post call can be updated in realtime along with advance conversational intelligence to suggest areas of improvement.
Max Ball
Principal Analyst, Forrester
Max brings over 30 years of industry experience in the areas of omnichannel contact center platforms, speech recognition and interactive voice response (IVR) technology. His research in Forrester’s digital customer and collaboration team focuses on the full breadth of contact center solutions ranging from self- and assisted-service applications to AI-driven digital customer experiences.
Robert Smith
Product Specialist for Conversational AI
At Avaamo, Robert is focused on helping companies apply Augmented Intelligence and Conversational AI to help their employees and their clients do what they do better. His background includes hands-on experience with other cognitive technologies, along with analytics, big data, integration, and search. This experience enables him to see the big picture and ensure successful solution deployment, as well as growth.