Automate Engagements and Handle Exceptions with Seamless Agent Escalations

37% of customers prefer to get immediate assistance from a chatbot over waiting just three minutes for a human.
Most of the customers have repeat problems, but it does not mean that your agents have to repeat a set of activities or manually perform tasks to serve such requests. According to Harvard Business Review, the cost of a human-assisted interaction for a B2C company is more than $7 and more than $12 for a B2B company. This clearly indicates that agents need to be empowered with a solution that can automate tasks and workflows to save agents from resolving repeated queries.

Connecting your contact center with virtual agents can help automate conversations across channels. With AI-powered virtual assistance can save up to 30% in customer support costs and efficiently answer up to 80% of routine questions, thus freeing up agents to handle more complex questions.

Solutions

• AI-powered virtual assistants to automate repeated, basic queries across channels
• Seamless escalation to Cisco, Avaya, Genesys Contact Center agents

Key Highlights