Contact Center Solutions Featured Article

New Partnership Puts AI to Work in Contact Center Solutions

January 11, 2018

A primary theme in this era of digital transformation is the omni-channel. Contact centers are tasked with supporting omni-channel customer service – i.e. providing customers the choice of how they wish to communicate. As a result of the rise of the omni-channel, adoption of self service contact center solutions is also ascending.

This week, Hinduja Global Solutions (HGS) and Inbenta announced a new partnership where the pairing will augment the HSG CX portfolio via seamless integration of its Bots and Brains approach to provide intelligent two-way interactions so customers can find satisfaction, and find it quickly.

"We are thrilled to partner with Inbenta to provide AI-powered technology and offer customers advanced contact resolution which smoothly transitions from bot to human," said Parikshit Kalra, SVP, Solutions and Capabilities. 

Leveraging AI and natural language processing, Inbenta is able to improve customer satisfaction. Specifically, agent and client interactions can seamlessly shift from social messaging to chat to text and when needed, a human agent. As the conversation moves between channels it maintains customer context – meaning, there is no need for repetition in explaining the issue at hand.

Jordi Torras, Inbenta's CEO and Founder explained, "Inbenta's conversational chatbot technology enriches HGS's existing solution by enabling quality self-service through intelligent AI conversation and a new way of buying product online through conversational commerce, which will insightfully direct users to the exact information they need, decrease the cost of serving the customer, while encouraging a better online customer experience."

Customer service is tops on the priority list for companies large and small, and with contact center agents serving on the frontline it is mission critical to outfit the team with exceptional contact center solutions.

What’s in your contact center?

Edited by Mandi Nowitz