Amazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents

By | December 7, 2023

While AI is often discussed in terms of replacing human call center agents, its current focus lies in enhancing agents’ roles by acting as an intelligent assistant. It aids in researching customer queries, finding resources, and offering options. Additionally, AI assists in after-call wrap-up tasks by creating summaries and generating analytics for operational improvement. AWS… Read More »

Customers Believe Companies Are Making Them Work Too Hard

By | September 29, 2023

In recent decades, brands have shifted focus towards self-service customer support, leveraging IVR technology and the internet for perceived cost savings. However, this reliance on self-help solutions may be causing customer dissatisfaction. According to the J.D. Power U.S. Cross-Industry Customer Service Experience Study, customers spend an average of 18.10 minutes per interaction, with 40% having… Read More »

In a New IVR Strategy, Give Customers What They Want

By | April 24, 2023

It can seem like no one loves talking by phone these days. Instant messaging has changed the way people communicate, and as phone communication was always a challenge for introverted people, it looks like this way of communicating is losing its positions. Nonetheless, when it comes to customer issues resolution, there is no better way… Read More »