Contact Center Solutions Featured Article

Nuance Unveils New Agent AI Contact Center Bundle

March 05, 2019

The contact center is the front lines of customer service, and has been for decades. Innovation is offering a facelift. From modern IVRs and self service, to artificial intelligence and the cloud, “The Times They Are A Changin’”.

Nuance unveiled the arrival of a contact center bundle bringing together artificial intelligence and agents to drive productivity via real-time insights and visibility paired with proactive recommendations.

For contact center agents, a user-friendly interface is critical in providing rapid resolution. The Nuance Agent AI promises intelligent customer engagement, accelerating and improving identity validation and better serving customers via understanding past interactions.

According to Frost & Sullivan, nearly 80 percent of consumers would switch service providers after a “single frustrating interaction,” further noting that agents play a pivotal role in brand perception. Interestingly enough, Frost & Sullivan also found 95 percent of consumers in the United States leverage at least three channels and/or devices to interact with customer service, yet not even 10 percent are capable of delivering the personalized, omnichannel experience expected.

"Too often, when AI in the contact center is discussed, there is a concern that it will take jobs away from humans, when in reality the most successful customer engagement strategies include a blended approach between customer service professionals and AI," said Robert Weideman, EVP and GM, Enterprise Division, Nuance Communications. "Agent AI is not about replacing humans. Instead, it is about strengthening the confidence of agents. By leveraging AI, we are actually empowering agents to succeed and enabling them to deliver the best experience possible with less frustration for both them and the customers they are serving."

The contact center is far more than a hub for customer service. It is a hub for innovation, and currently AI is the belle of the ball.

What’s in your contact center?

Edited by Maurice Nagle