Google Cloud and Mitel
Artificial intelligence (AI) is poised to transform contact centers and improve customer experience without compromising on operational efficiency. It will empower leading brands to make customers happier and increase customer lifetime value.
We’re all aware of how important customer experience (CX) is. In fact, over 70% of buyers point to CX as an important factor in purchasing decisions while a negative experience can lead to a high turnover of customers. A recent Walker study states that in 2020 customer experience is expected to overtake price and product as the key brand differentiator and the contact center is on the frontlines. Imagine giving customers immediate 24 x 7 self-service in a way that’s most natural to them — a conversation — and seamlessly transitioning them to human agents who have artificial intelligence (AI) at their disposal to answer more quickly and helpfully.
That’s where Contact Center AI comes in.
At the core of this technology are bots that can talk, listen, learn, and understand. The bots can converse naturally with customers, resolving basic issues directly, and assist human agents on tougher calls. They can provide real-time, turn-by-turn guidance and continuously improve by analyzing conversation transcripts to identify gaps in understanding or requested information. Combining the best of Google Cloud AI with the power of the Mitel customer experience platform, Contact Center AI can improve customer experience and increase operational efficiency at the same time.
Even with all the hype around AI, it’s hard to overstate the impact AI will have on enterprises’ ability to compete in the digital economy. IDC predicts that by 2025 “AI-powered” enterprises will be able to achieve Net Promoter Scores that are 1.5 times higher than those of their competitors.
Download this IDC Technology Report to learn more about the transformative power of AI for contact centers.