Optimize and Automate Conversations: Together AI and Automation Can Transform the Contact Center
Long wait times. Unsatisfactory interactions. Missed commitments. Lack of follow-up. A Uniphore survey of U.S. consumers shows that hold times increased by 50% since March 2020, with more than half (53%) of consumers waiting more than 30 minutes to get a response.
These systemic contact center issues and others have been exacerbated by the challenges of the pandemic. Yet, even as digital transformation has accelerated, customer service hasn't achieved measurable and sustainable improvement in customer satisfaction, loyalty, and lifetime value.
Conversational artificial intelligence (AI) and AI-powered automation are poised to change that. With a conversation-centric platform that combines conversational AI, robotic process automation (RPA), and workflow automation, contact centers can use machines to optimize and even humanize the experience for both customers and agents to deliver strategic and transformative business outcomes.
In this webinar, you'll learn how:
- Contact centers have become the primary revenue driver for brands, elevating the importance of fixing broken customer service experiences
- A conversational AI platform can optimize and automate every conversation to achieve strategic outcomes
- AI-powered machines can handle repetitive tasks automatically to reduce repeat calls and agent time and effort while improving satisfaction and loyalty