Telax, a leading Cloud Contact Center software provider, has announced that it has selected Passage AI as its development partner, in the creation of features that leverage artificial intelligence (AI) for enhanced automation.
The Telax ethos on AI is simple – to enable contact centers to provide the best customer experience by driving efficiencies in processes, analytics, and data management. Telax Product Chief Larry Brown summed this up in his comments, “We’re here to make AI-enhanced Contact Centers affordable for everyone, while maintaining that special human touch. Our innovations will allow for higher value human interaction, driven by a plethora of customer journey data, with the end result being a transformative customer care experience.”
Currently under development are AI-assisted chatbots, which will leverage the award-winning conversational AI platform of Passage AI. These chatbots will use natural language processing and intent recognition to introduce significant efficiencies into the customer service process. The Telax open architecture will also allow for other bots to seamlessly coexist, enabling customer engagements with existing AI architectures to be adapted into the Telax infrastructure.
Key executives at both companies were excited about the direction and pace at which development was progressing. Telax CEO Koray Parmaks commented, “Elevating the contact center to a highly valued strategic asset is the very core of what we do here. Partnering with Passage AI will allow us to not only fast-track our AI-enhanced capabilities to the market, but provide our channel partners with yet another differentiator, on top of what is already a world class cloud contact center solution.”
Passage AI CEO, Ravi N. Raj, echoed these sentiments in saying, “We are thrilled to partner with Telax to enable their new and differentiated customer service experience that leverages our conversational AI platform. Combined with Telax’s cloud contact center software with omnichannel capabilities, our chatbot platform, which performs at an industry-leading accuracy of 95 percent or higher in multiple languages, is built to be instantly deployed across voice, text, and messaging platforms resulting in a seamless experience for Telax’ partners and customers.”