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SPI Report: 2022 Professional Services Maturity Benchmark

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Conversational AI for the contact center

Discover how AI can help the modern contact center to deliver exemplary service while reducing costs and improving employee productivity

At a basic level, Conversational AI is the design and deployment of a virtual assistant that helps to resolve simple queries and questions, allowing for the human element without the human touch. Sophisticated IVA (intelligent virtual assistants) can be integrated to existing CRM systems to extract data, inform, and resolve user questions in most cases without additional human intervention. That in turn, allows employees and human agents to focus on more di icult, challenging questions.

Whether it’s claims processing, provisioning, troubleshooting, IT help desk, or customer support, advances in conversational AI from companies like Avaamo now enable virtual agents to provide sophisticated self-service, have multi-turn conversations and execute judgment-intensive tasks just like humans. In addition, they can remember customer preferences to make customized recommendations, detect tone and sentiment, and maintain contextual awareness.

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