TensorIoT helped create the main self-service IVR system along with adding machine learning components to help improve the IVR bot performance over time. This next project was a large credit reporting company that wanted to reduce customer call times and free up agent staff by implementing a self-service Interactive Voice Response (IVR) to automate the process for filing a dispute on a credit report. There was also a link to the original audio file so management can playback the audio for review. Not only does our client have the call center metrics, but they also have the ability to dive deeper into individual calls and see what the key phrases and transcriptions were for each call. TensorIoT designed an automated call transcription process that reviewed calls for classification, sentiment analysis, and extract key phrases the customer was calling about. They were receiving a large volume of calls to their support line, but lacked the tracking and recording to identify areas for product enhancements, and needed self-service options to reduce call center volume. In the first project, a financial technology and bank holding company that wanted to gain insights about the incoming calls to their contact support center. As a company, we utilize Amazon Web Services (AWS) cloud, AI, and analytics capabilities to improve the customer/agent experience and give businesses insight into their contact center. Let’s look at three successful contact center intelligence projects that TensorIoT has already delivered to clients. By incorporating all these elements into an intelligent call center system, TensorIoT CCI solutions elevate your customer service experiences while helping to lower operating costs. TensorIoT can also incorporate automated call transcription services, sentiment analysis, and guided workflow scripts to help your agents handle the most difficult customers quickly and painlessly. When your clients can quickly access frequently requested information through self-service, your agents are freed up to focus on handling complex cases that require human guidance for resolution. TensorIoT delivers Conversational AI-powered self-service, providing seamless support across both voice and digital channels to create an engaging and responsive experience for your users. TensorIoT can help your company improve efficiencies, automate basic processes, and make your contact center more intelligent. Many companies are unsure of the ways that advanced technology can actually help improve their contact center or where to start, which is why TensorIoT specializes in helping businesses migrate their contact centers to the cloud. Providing excellent customer service is a cornerstone of any business, and in an age of viral information sharing, negative experiences can have a massive impact on your bottom line.Ĭustomer contact centers are critical to give your customers assistance in purchasing, resolve complaints, and support brand loyalty. By Nicholas Burden, Senior Technical Evangelist And Alexander George, TensorIoT AI/ML Practice Manager
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