Conversational AI with Azure OpenAI for Retail

Industry Customer Scenario

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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

Relevant Personas

Personalization

Primary Industry

Retail

Other Relevant Industries

Horizontal

Products

Azure Machine Learning

Bot Services

Cognitive Search

Cognitive Services

Technical Value Assets

Business Value Assets

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