AudioCodes VoiceAI Connect
In the last few years, dramatic leaps forward in machine learning and AI have driven a revolution in the way enterprises boost engagement with their customers. These incredible advances mean that businesses can now utilize conversational AI technologies offered by various providers to automate their customer service departments and train bots to give callers a high level of service whenever they get in touch.
Chatbots in the customer service sector are expected to be the fastest growing market segment between 2019-2026, with a CAGR of 31.6%. Gartner predicts that, by 2022, 70% of customer interactions will involve emerging technologies such as machine learning (ML) applications, chatbots and mobile messaging, up from 15% in 2018.
Most current bot implementations are text-based. Adding voice and telephony channel connectivity to an existing textbased chatbot enables companies to implement voice-based use cases, leveraging on the investment made in AI and user experience optimization for the chatbot and provide the same experience in voice engagements. They can use virtual agents to communicate with customers, replace their legacy IVR system with conversational IVR and use bots as agent assistants to optimize agent productivity, resulting in exceptional customer satisfaction and a significant drop in customer support costs.
