Contextual support in customer service

Providing relevant, effective customer assistance that takes into account the context of the customer’s situation, history and current needs — even anticipating what they might need next. Artificial intelligence (AI) enables this contextual support by listening, understanding and engaging with customers through natural language. And since AI understands and predicts intent, it can help customers reach resolutions faster. It can even recognize when a customer needs human support, and then pass that conversational history and insight to an agent.