Avaamo today announced three brand new contact centre AI solutions designed to accelerate call centre automation.
Business leaders can now achieve automation goals including servicing and streamlining inbound calls, automating outbound calls and CX performance across digital channels, human and virtual agents thanks to the features.
Customers are now able to leverage Avaamo’s conversational AI platform to create a single self-service infrastructure which also automates and transforms the entire CX experience across IVR, web, messaging, chat, mobile, and smart home devices.
It follows a recent McKinsey report that found 29% of customer service agent responsibilities can be automated with technology.
Ram Menon, Founder, and CEO of Avaamo, said: “In an environment where call centre automation has become a business imperative with rising call volume and increased customer expectations, Avaamo’s Contact centre AI solutions are helping large enterprises advance digital engagement by automating the lifeblood of the call centre – inbound and outbound calling.
“The customer experience industry is at a crossroads. After years of incremental tinkering with interactive voice response systems, our AI technology can make contact centre operations wildly more productive.”
Avaamo’s Inbound Call solution eliminates navigating dated IVR menus and allows a caller to converse naturally to get the service they want with zero waiting, with the technology initiating a natural, intuitive, dynamic, interaction that greets the customers, identifies problems, initiates a multi-turn, judgment-intensive response. It also works to improve First Call Resolution and offers multiple choices to transfer or route calls if human agent assist is required.
The outbound call calling features the industry’s most advanced Contact centre AI voice offering and helps contact centre leaders design proactive, programmatic, bi-directional outreach to reach out to customers at the right time with the right information whether it’s appointment reminders, claims verification, or vaccine outreach.
And Avaamo’s CX performance solution captures each and every customer interaction across live agents and virtual assistants on voice, chat, or messaging in a single pane of glass.
This solution arms call canter leaders with actionable insights including compliance gaps, customer sentiments and opportunities for agent coaching across the entire customer journey to enhance contact canter efficiency and make fast confident decisions to manage call canter KPIs’.
