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to all come from one company, though that can be an easier option, but they just want streamlined services and operations. “It’s about presenting a unified experience to help deal with large volumes of queries and calls, regardless of how many companies are behind it.” Neo finished off by adding that friction is at the heart of a poor customer experience, not just in the delivery of the service, but the way different communication methods rub up against each other. “The most effective AI systems that help businesses deal with customer complaints remove friction through unified processes. This means simplifying workflows, whether
that be categorising support tickets, sentiment analysis, or intelligent call routing. AI assistants have a role to play here. “Customers want rapid solutions to their problems, and AI-driven responses optimise the complaint routing process, expedite problem-solving by helping to guide agents towards trustworthy responses and resolutions, and enhance the overall customer experience. By streamlining issue resolution, customer retention is also improved. “Today’s consumers demand a seamless customer service experience, with 59% of customers believing companies should offer cutting-edge digital experiences.”
Ganpath Thanumoorthy Head of Customer Experience
PRODUCT
firstsource.com
Intelligent Contact Centres
Genesys Cloud more...
Genesys Cloud Genesys offers a comprehensive cloud-based contact centre solution that incorporates AI and machine learning to enhance customer experiences. It provides features like intelligent routing, chatbots, and analytics to improve customer engagement and streamline operations.
Twilio Flex Twilio Flex is a programmable contact centre platform that allows businesses to build their own customised contact centre solutions
with AI integrations. It supports AI-driven features like virtual agents, natural language processing, and sentiment analysis.
Twilio Flex more...
Amazon Connect Amazon Connect is a cloud-based contact centre service offered by Amazon Web Services (AWS). It incorporates AI and natural language understanding to create intelligent virtual agents (chatbots) and interactive voice response (IVR) systems. It is designed to scale with the organisation’s needs.
Amazon Connect more...
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