About this Accelerator
Contact centers are facing growing pressure to adapt digital experiences for delivery of enhanced multi-modal content. They must also minimize additional costs and improve operational efficiency.
The Conversational AI Accelerator combines Microsoft Azure AI cognitive services and machine learning into a user-friendly platform enabling you to create content once and deploy it simultaneously to multiple channels with a single click.
Conversational AI drives customer interactions with human-like responses, collecting data from every interaction in a feedback loop for optimization. Rich analytics are served to a dashboard for valuable business insights.
Challenges
- Long wait times that lead to poor customer experience
- High cost of hiring, training, and retaining agents
- Increasing volume of customer inquiries and responding to repetitive topics
- Non-relevant responses from traditional IVR and chatbot systems
- Inability to efficiently capture insights from customer interactions
- Meeting customer expectations for 24/7 service can be cost prohibitive to support
Gartner predicts that one billion service tickets will be managed automatically by chatbots and virtual agents by 2030.
Benefits
- Handle the bulk of call volume, leaving agents for more nuanced conversations
- Manage fluctuations and increases in volume without hiring more agents
- Reduce cost per interaction by addressing routine and repetitive inquires 6X faster
- Create better customer experiences with automated intelligent responses
- Gain powerful insights from analytics captured from every interaction
- Provide improved customer access with 24/7 support