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AiThority Interview with Rebecca Jones, General Manager at Mosaicx

How do cloud contact centers benefit from using AI-powered recommendations for customer service?

A: AI-powered recommendations merge personalized service with cost-saving automation. Traditional tools like IVR use lengthy menus to group customers by similar intent. AI tools like intelligent virtual agents (IVA) analyze individual customer data, allowing them to provide personalized assistance and reign in the menus. They also identify opportunities for upselling, cross-selling, and revenue generation. These recommendations benefit human agents too. If IVAs handle more interactions, agents can focus on situations that truly need a human touch. Spending less time on repetitive requests and providing more value leads to higher job satisfaction and greater employee retention. In short, AI-powered recommendations empower cloud contact centers to deliver personalized service, improve revenue, and enhance employee experience.

Q: What are the major trends in AI and machine learning development specifically benefiting the customer service and support teams?

A: For years, it seemed like AI development was largely standing still. Now, it feels like years of development pass almost every week. While there are many AI trends to follow, there are a few we believe will impact the immediate future of customer service.

First, the growing demand for voice assistants drives businesses to adopt voice-activated virtual agents, enabling customers to interact through speech, not just online chat. Next, advancements in AI allow virtual agents to interpret emotions, making them more empathetic and capable of providing appropriate responses based on emotional context. Third, expanding global businesses will create a need for virtual agents to understand multiple languages to provide effective customer service across linguistic barriers. Fourth, combining virtual agents with AR/VR technologies creates immersive and interactive “phygital” experiences, such as virtual shopping. Finally, virtual agents will get better at anticipating customer needs based on past interactions, proactively resolving issues, and offering personalized suggestions.

By embracing these trends, businesses can leverage virtual agents to enhance customer experiences, improve operational efficiency, and foster growth. 

Thank you, Rebecca! That was fun and we hope to see you back on soon.

Rebecca Jones is a Senior Vice President and General Manager of Mosaicx from Intrado. She joined Intrado in January 2021 from Appriss, a SaaS data, analytics, and technology company, where she served as vice president of operations, responsible for driving operational strategy and margin expansion while managing global teams across data management, professional services, technical support, and customer contact centers.

In her 25+ year career, she has held a broad range of executive operations roles focused on growing businesses, people, and profit margins. Rebecca also serves as a member of the board and technology chair for the National Association of Women Business Owners (NAWBO).

Mosaicx is a cloud-based solution that uses conversational AI, machine learning, and natural language processing technologies to automate interactions with customers and employees. Its IVA technology delivers fast, easy, personalized service through industry-leading voice recognition and digital messaging capabilities, creating positive interactions that drive improved customer and employee satisfaction.

Mosaicx makes conversational AI surprisingly simple.

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