COVID-19 impact. Information here

Webinar Bytes

Unlock the transformative power of AI for contact centers

Deliver 24/7 customer support with bots for CX sustainability

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

Offering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value.

Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued.

Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability.

Watch the full webinar by clicking this link.

Meet the Speakers

Antony p webinar image

Antony Passemard
Guest Speaker
Applied Conversational AI and CCAI Lead
Google Cloud

Ritu jyoti webinar image

Ritu Jyoti
Guest Speaker
Program Vice President, Artificial Intelligence
IDC

Christopher connolly

Chris Connolly
Vice President, Solution Strategy
Genesys

1
00:00:00,000 –> 00:00:02,830
we’re going to look at some Insights from IDC, what the world

2
00:00:02,830 –> 00:00:05,750
looks like today, and really looking at how we unlock

3
00:00:05,750 –> 00:00:10,000
the power of artificial intelligence, and apply that in in

4
00:00:10,000 –> 00:00:14,540
Contact Center specifically. We’re also going to have a panel discussion and please

5
00:00:14,540 –> 00:00:16,520
feel free to ask us questions now, or if you’ve

6
00:00:16,670 –> 00:00:18,770
got something that’s on your mind, put under the Q&

7
00:00:18,770 –> 00:00:20,520
A window, because we’re going to get to it very,

8
00:00:20,520 –> 00:00:23,780
very soon. We also want to talk about some of the things that

9
00:00:23,780 –> 00:00:26,690
you can do right away to improve your customer experience

10
00:00:26,760 –> 00:00:30,490
using artificial intelligence. As per our research across most industries,

11
00:00:30,690 –> 00:00:34,350
brands of all sizes have started to push heavily towards

12
00:00:34,390 –> 00:00:38,660
increased automation in their customer service, as well as employee

13
00:00:38,660 –> 00:00:47,340
self- service, sales, marketing, human resources, IT help desk. You might wonder, “What has really changed?” Most

14
00:00:47,370 –> 00:00:50,740
of these brands are now looking for conversational AI as one

15
00:00:50,740 –> 00:00:55,220
of the key drivers for that automation. And as conversational

16
00:00:55,420 –> 00:00:59,650
AI allows brands to use natural language processing and machine

17
00:00:59,650 –> 00:01:03,590
learning- based tools, to support both their customers and the

18
00:01:03,590 –> 00:01:10,510
agents who support these customers. And the conversational AI chatbots and voicebots,

19
00:01:10,980 –> 00:01:14,490
they’re more sophisticated these days. But before I move on

20
00:01:14,490 –> 00:01:16,670
to the next slide, another very interesting stat that I

21
00:01:16,670 –> 00:01:19,470
want to share here is that we spend a lot

22
00:01:19,470 –> 00:01:21,800
of time talking to the end users and don’t worry,

23
00:01:21,800 –> 00:01:25,490
there’s still research as well, that what is really coming

24
00:01:25,490 –> 00:01:28,190
up and shaping up in addition to just the voicebots

25
00:01:28,190 –> 00:01:33,280
and chatbots is the computer vision effect to it. The computer vision

26
00:01:33,280 –> 00:01:37,420
has become more mature with image recognition achieving significant improvements.

27
00:01:37,530 –> 00:01:41,320
Thanks to deep learning techniques, computer vision, and CRM is

28
00:01:41,320 –> 00:01:45,050
very early stage. I guess, again, coming back to current

29
00:01:45,400 –> 00:01:51,270
times and the research that you’ve seen, how will the Contact Centers adapt in to the modern world and

30
00:01:51,270 –> 00:01:58,260
the things that are going on today? Absolutely. It’s not an easy thing, but I always love

31
00:01:58,260 –> 00:02:01,130
to say this, ” There’s no choice.” Customers have to do

32
00:02:01,130 –> 00:02:05,910
this in order to be innovative, providing, improving on the

33
00:02:05,910 –> 00:02:09,730
customer experience, but at the same time, not compromising on

34
00:02:09,730 –> 00:02:12,650
the operational efficiency. And it’s a great balance that customers

35
00:02:12,650 –> 00:02:16,490
need to do. I was going to say, the business driver, what we’re seeing is, now

36
00:02:16,490 –> 00:02:20,400
the customer will come and first think about operational efficiency, cost reduction

37
00:02:20,400 –> 00:02:22,710
are the first thing they have in mind. But the

38
00:02:22,740 –> 00:02:26,590
reality is, when you start doing a Contact Center and

39
00:02:26,590 –> 00:02:29,730
put Contact Center AI in your Contact Center, you’re really

40
00:02:29,730 –> 00:02:33,280
transforming your customer experience across all channels. And the business

41
00:02:33,280 –> 00:02:36,560
drivers to provide a coherent experience when you’re on chat,

42
00:02:36,610 –> 00:02:38,390
when you’re on voice, when you’re on your web, or

43
00:02:38,390 –> 00:02:42,730
your mobile app, where the engine behind it, the AI

44
00:02:42,730 –> 00:02:46,070
behind is able to manage across those channels, switch channels, understand

45
00:02:46,480 –> 00:02:49,170
what was said, the context, the past history, et cetera,

46
00:02:49,350 –> 00:02:53,850
and provide you a unique voice for the company to

47
00:02:53,850 –> 00:02:57,730
that customer or that user, if talk about organizations. I

48
00:02:57,730 –> 00:03:01,090
want to maybe echo something that you said there, about providing

49
00:03:01,760 –> 00:03:05,510
empathetic customer experiences. And now more than ever, I feel

50
00:03:05,510 –> 00:03:08,200
like we need to have empathy for our fellow human.

51
00:03:08,230 –> 00:03:12,060
We’re all going through something we know this is a generational thing.

52
00:03:12,670 –> 00:03:16,600
Something we haven’t seen in many generations. So, what we’re

53
00:03:16,860 –> 00:03:23,140
experiencing now is different, but crisis creates opportunity. And we’re

54
00:03:23,140 –> 00:03:26,810
also seeing that this is actually being a bit of

55
00:03:26,810 –> 00:03:29,800
a non dialogue, as you said, Ritu, to some of

56
00:03:29,800 –> 00:03:36,790
the applications of AI. I An Agent Assist as you

57
00:03:36,790 –> 00:03:39,150
said, is a little newer in it’s technology, but it’s

58
00:03:39,150 –> 00:03:42,570
really a breakthrough that’s been enabled by the advent of

59
00:03:42,570 –> 00:03:45,170
voice and speech to text in particular, speech to text

60
00:03:45,260 –> 00:03:52,170
technologies. Google has a long history of trying to understand

61
00:03:52,170 –> 00:03:55,830
speech either through understanding YouTube videos, to be able to

62
00:03:55,830 –> 00:03:59,610
search them and remove hate speech in YouTube videos. Either

63
00:03:59,610 –> 00:04:03,090
through a Google Home Assistant, and understand all the requests

64
00:04:03,090 –> 00:04:05,930
from users, that’s millions and millions of requests every year.

65
00:04:07,530 –> 00:04:12,360
And also through transcription of voice messages on phone. You

66
00:04:12,360 –> 00:04:16,080
have Google voice and you can do your voicemail transcription.

67
00:04:16,080 –> 00:04:19,380
Genesys has some artificial intelligence technology on its own with something

68
00:04:19,380 –> 00:04:22,110
we call Predictive Web Engagement, that allows you to engage

69
00:04:22,110 –> 00:04:25,140
customers based on all of the data that we know

70
00:04:25,140 –> 00:04:27,430
and drive them to an experience that is very best

71
00:04:27,430 –> 00:04:32,620
for them. Sometimes that’s a human. Sometimes that’s a piece of content. Other times that’s a

72
00:04:32,620 –> 00:04:36,600
bot. And using that upfront decision logic in an orchestration,

73
00:04:36,770 –> 00:04:40,410
we can really optimize that end to end customer experience

74
00:04:40,570 –> 00:04:42,930
and bring in the technology at the right time.

Genesys ChatLive Assistance
Close Widget

Genesys ChatLive Assistance