Unlock the transformative power of AI for contact centers

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we’re going to look at some Insights from IDC, what the world

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looks like today, and really looking at how we unlock

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the power of artificial intelligence, and apply that in in

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Contact Center specifically. We’re also going to have a panel discussion and please

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feel free to ask us questions now, or if you’ve

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got something that’s on your mind, put under the Q&

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A window, because we’re going to get to it very,

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very soon. We also want to talk about some of the things that

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you can do right away to improve your customer experience

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using artificial intelligence. As per our research across most industries,

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brands of all sizes have started to push heavily towards

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increased automation in their customer service, as well as employee

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self- service, sales, marketing, human resources, IT help desk. You might wonder, “What has really changed?” Most

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of these brands are now looking for conversational AI as one

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of the key drivers for that automation. And as conversational

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AI allows brands to use natural language processing and machine

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learning- based tools, to support both their customers and the

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agents who support these customers. And the conversational AI chatbots and voicebots,

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they’re more sophisticated these days. But before I move on

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to the next slide, another very interesting stat that I

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want to share here is that we spend a lot

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of time talking to the end users and don’t worry,

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there’s still research as well, that what is really coming

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up and shaping up in addition to just the voicebots

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and chatbots is the computer vision effect to it. The computer vision

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has become more mature with image recognition achieving significant improvements.

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Thanks to deep learning techniques, computer vision, and CRM is

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very early stage. I guess, again, coming back to current

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times and the research that you’ve seen, how will the Contact Centers adapt in to the modern world and

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the things that are going on today? Absolutely. It’s not an easy thing, but I always love

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to say this, ” There’s no choice.” Customers have to do

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this in order to be innovative, providing, improving on the

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customer experience, but at the same time, not compromising on

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the operational efficiency. And it’s a great balance that customers

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need to do. I was going to say, the business driver, what we’re seeing is, now

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the customer will come and first think about operational efficiency, cost reduction

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are the first thing they have in mind. But the

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reality is, when you start doing a Contact Center and

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put Contact Center AI in your Contact Center, you’re really

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transforming your customer experience across all channels. And the business

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drivers to provide a coherent experience when you’re on chat,

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when you’re on voice, when you’re on your web, or

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your mobile app, where the engine behind it, the AI

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behind is able to manage across those channels, switch channels, understand

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what was said, the context, the past history, et cetera,

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and provide you a unique voice for the company to

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that customer or that user, if talk about organizations. I

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want to maybe echo something that you said there, about providing

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empathetic customer experiences. And now more than ever, I feel

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like we need to have empathy for our fellow human.

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We’re all going through something we know this is a generational thing.

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Something we haven’t seen in many generations. So, what we’re

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experiencing now is different, but crisis creates opportunity. And we’re

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also seeing that this is actually being a bit of

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a non dialogue, as you said, Ritu, to some of

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the applications of AI. I An Agent Assist as you

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said, is a little newer in it’s technology, but it’s

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really a breakthrough that’s been enabled by the advent of

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voice and speech to text in particular, speech to text

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technologies. Google has a long history of trying to understand

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speech either through understanding YouTube videos, to be able to

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search them and remove hate speech in YouTube videos. Either

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through a Google Home Assistant, and understand all the requests

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from users, that’s millions and millions of requests every year.

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And also through transcription of voice messages on phone. You

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have Google voice and you can do your voicemail transcription.

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Genesys has some artificial intelligence technology on its own with something

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we call Predictive Web Engagement, that allows you to engage

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customers based on all of the data that we know

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and drive them to an experience that is very best

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for them. Sometimes that’s a human. Sometimes that’s a piece of content. Other times that’s a

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bot. And using that upfront decision logic in an orchestration,

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we can really optimize that end to end customer experience

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and bring in the technology at the right time.