Are you risking an AI backlash?

Consumers want to get things done quickly when they interact with your company—but when deployed in silos, AI can deliver the opposite. Many enterprises are adopting AI to transform operational efficiency, but they lose sight of the user experience. It’s time for enterprises to think user experience first with AI solutions that work with agents across engagement touchpoints to ensure consistency, enhance security, and manage costs, all while delivering measurable business outcomes.

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Conversational AI allows brands to use natural language processing and machine learning-based tools to support both their customers and the agents who support those customers.

The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019, Forrester Research, Inc., June 11, 2019

AI Humans Appreciate

Self Service and Automation that Work for You.

Elevate enterprise AI to focus on your user experience. Better understand your customers’ true intent by harvesting data and leveraging pre-built journeys to proactively respond using natural language and then resolve inquiries faster to delight your customers. The result is increased loyalty and ROI. It’s AI that drives automation with a purpose.

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Gain a competitive edge with superior CX

By 2020 customer experience will overtake price and product as the key brand differentiator*. Companies must meet expectations with AI or fall behind.

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Utilize AI customers truly appreciate

The best AI crosses all channels to elevate the UX, speed up resolution, and enhance outcomes. Blend AI and human interactions to give your customers the best of both worlds.

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Enterprise-grade with 100% confidence

Platform-based, ‘plug and play’ components reduce risk and time-to-market. Solutions must be secure, compliant and offer full development tools, reporting and 24/7 support.

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Focus on Journeys, Not Touchpoints

97%

CSAT on self-service interactions

18%

self-service interactions

3X

sales conversions

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Featured Resources

Chatbots Helping Agents, Agents Helping Chatbots

Unable to simply keep hiring more service agents, organizations increasingly turn to automation to keep pace with this increased demand and complexity. A majority of organizations (78 percent) surveyed for IT services company Dimension Data’s “2017 Global Customer Experience Benchmarking Key Findings Report” predict that they will be offering some level of fully automated customer contacts.

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Opus Review of the Chatbot/Intelligent Assistant Sector

Opus Research’s assesses virtual agent solutions that will bring the most value to your enterprise business and what key variables to look for. This report includes an in-depth analysis of several critical areas, including key enterprise sector trends. It covers how companies are moving toward an open, end-to-end platform and how enterprise leaders are adapting to the market changes.

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How AI Makes a Chatbot Intelligent

Humans use AI and machine learning to help chatbots become smarter. In an enterprise-grade chatbot, algorithms automatically generate pre-scripted, ‘best guess’ answers for agents that they can use as is or edit and then send to the customer, thus saving them dramatic time and improving their productivity through AI and automation. It’s one of many ways.

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ADDITIONAL RESOURCES
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