ing training and demonstration environments to enable developers and other technology teams to develop CAI expertise rapidly. The platform was designed with high levels of scalability and unlimited extensibility to meet large enterprise demand requirements while integrating with virtually any enterprise on-premises or cloud contact center technology and systems of record, Myers continued. NLU’s role The addition of NLU is at the core of CAI, and it is critical for creating advanced automated digital and voice experiences, according to Myers. “Cognigy’s powerful native NLU capabilities – as well as its ability to integrate with other leading NLU models like IBM Watson, Amazon Lex, etc. – ensure the optimal outcomes,” Myers said. “Without going into greater detail, Cognigy’s CAI platform supports NLU for 100-plus languages with the NLU models for 28 of the most common global languages further optimized. “Our NLU engine has been designed to ensure optimal customer intent recognition and consistently outperforms other leading NLU models for accuracy,” he continued. “It also supports broad bot localization capabilities and real-time translation of either human-to-machine or human-tohuman interactions.” In today’s remote/hybrid workforce model, CAI and NLU are great tools to have. “Conversational AI helps organizations rearchitect the modern-day workplace,” Myers said. “The new normal is some version of hybrid workplace and about changing the way enterprises do business. It means providing customers with an exceptional human/digital experience regardless of time, day or employee location. It means providing agents (employees) the tools they need to deliver an outstanding customer experience regardless of location.” He said agents benefit from an CAI automation-first approach because they no longer need to answer simple, repetitive questions. “They can now handle the more complex questions and thereby achieve higher job satisfaction,” Myers said. “With CAI, bots also can assist agents with answering customer inquiries, speeding up the agent training process and promoting knowledge building. This reduces handle time and increases first call resolution.” Another major advantage of CAI for contact centers is its multi-lingual capabilities, Myers continued, explaining that CAI can translate human-to-machine and human-tohuman interactions in real time, which eliminates the need for contact centers to hire people who speak specific languages. AI became prevalent with contact centers because of its ability to collect data, which can be useful for everything from monitoring calls, scheduling for peak times and, of course, training of customer service representatives. The good news is that CAI solutions also have built-in analytics that enable an organization to analyze and improve the performance of their agents and bots. “We understand the criticality of next-generation contact centers for delivering transformative CX,” Myers said. “We are laser-focused on delivering defined contact center-related use cases like conversational IVR, smart self-service and agent + assist that deliver measurable experience or efficiency impacting outcomes. “Finally, our best-of-breed interoperability and extensibility, including dozens of pre-built channel and system of record integrations, ensure that enterprises are ‘futureproofed’ when they purchase Cognigy’s enterprise CAI solution,” he concluded. J INTELLIGENCE rwsmagazine.com Source: ICMI; Nice contact center sur vey 9% Overall Agents What factors drove increases in volume and complexity? Source: ICMI; Nice contact center sur vey Number of customers Staff competnecy or training Use of additional channels, digital, and/or self-service channels Customer competency or education Compliance or security Number of staff Scope of services offered New systems, equipment, or devices 46% 34% 35% 35% 34% 45% 34% 39% 36% 19% 29% 22% 32% 33% 22% 20% Volume Complexity U.S. Employee Engagement Trend, Annual Averages Source: Gallup % Engaged % Actively disengaged 26 18 2000 2001 2003 2005 2007 2009 2011 2013 2015 2017 2019 2 16 17 15 20 18 19 19 17 14 13 1 30 28 30 28 29 30 32 33 35 36 Workers with High Rate of Burnout Want to Leave Company 40% 50% 60% 70% 80% 26 20 REMOTE WORK SOLUTIONS
RkJQdWJsaXNoZXIy NTg4Njc=