Siri, Alexa, and Google Assistant have changed the customer experience forever. As consumers use these smart devices every day, they expect similar human-like and effortless automated conversations when interacting with companies. Hence, many contact centers are quickly adopting Conversational AI, to revamp the customer experience and automate routine tasks.
These days, artificial intelligence doesn’t always have to feel artificial. In fact, many organizations are using AI to create a more human customer experience. If you have ever wondered how this technology can improve service and operations in your contact center, then you won’t want to miss the AI track at this year’s Five9 CX Summit.
It has traditionally been difficult integrating real-time applications into the contact center and rightfully so--that's where Five9 VoiceStream comes into play to power such applications.
The Five9 Global Partner Ecosystem is an extremely important facet of Five9’s holistic operation. We value our partners greatly, and we make sure to choose partners who align with our vision to help organizations reimagine their customer experience strategy. That’s why we’re excited to announce that we’ve recently entered a teaming agreement with Bolt Data.
There are lots of brands out there, and customer service is among the top reasons customers choose one brand over another. In fact, 98 percent of respondents in the same Five9 CSI survey recognize this and see customer experience as crucial for their business to retain customers.
At a time when the contact center has become the front door for many businesses, Five9 is helping our customers meet new service demands and provide the excellent experiences that consumers have come to expect.
Identifying if a customer inquiry is a transactional or relational interaction can help determine if a customer needs to speak to a live agent or if their query can be resolved via a self-service channel. Darryl Addington, Five9 Director of Product Marketing, explains more:
Five9 IVA proved to be an ideal solution to help IQVIA provide a better customer experience. It was deployed for IQVIA as an auto attendant to allow customers to simply say what they were calling about. This flat menu significantly reduced the effort required from customers and resulted in a much higher percentage of correctly routed calls.
In my two prior posts on an IDC Technology Spotlight paper, I discussed the impact of the 2020 pandemic on IT investment plans and the advantages of using workflow automation in the contact center. In my final post I’m discussing the concept of “empathy at scale” that the paper introduced.
