Avaya, the world’s leading provider of contact centre solutions, and Afiniti, the world’s leading provider of AI-based behavioural pairing solutions announced a strategic partnership to improve enterprise customer experience and contact centre performance through a unique integration of artificial intelligence into contact centre routing technology. Continue reading Avaya and Afiniti Partner to Bring AI-Driven Behavioural Pairing to the Contact Centre
Category Archives: Artificial Intelligence
NatWest begins testing AI driven ‘digital human’ in banking first
NatWest has announced that it’s in advanced testing of an AI powered ‘digital human’, which could in future be used as an additional way for customers to get answers to basic banking queries. Continue reading NatWest begins testing AI driven ‘digital human’ in banking first
SmartAction to Fuel Accelerated Growth with Management Recapitalization by Staley Capital and TVC Capital
SmartAction, provider of the first omnichannel customer self-service platform powered by AI, announced that it secured investments from two growth equity firms: Boston-based Staley Capital and San-Diego-based TVC Capital. Continue reading SmartAction to Fuel Accelerated Growth with Management Recapitalization by Staley Capital and TVC Capital
AVAYA AVA Brings AI to Life for a Better Customer Experience
Avaya announced advancements in delivering and integrating AI technologies into contact centres to improve the customer experience. Avaya Ava™, a new AI architecture including natural language processing, machine learning and innovative analytics, enables effortless customer engagement through social media and messaging platforms. Avaya Ava is a cloud, messaging-agnostic solution that offers new AI capabilities for social messaging integration and automation of digital interactions. Continue reading AVAYA AVA Brings AI to Life for a Better Customer Experience
Q-nomy Enhances Its Omnichannel Customer Journey Management Suite with New AI Chatbot
Q-nomy, a leading global provider of omnichannel customer journey and experience optimization solutions, announced the release of myVisit Chatbot, which enables service providers to provide their customers with an option to converse with a computerized AI agent for locating nearby stores or branches, as well as booking appointments at the desired location. Continue reading Q-nomy Enhances Its Omnichannel Customer Journey Management Suite with New AI Chatbot
KLM adds automated messages to customer conversations
KLM Royal Dutch Airlines is taking the next step in using artificial intelligence within its social media service. KLM worked with AI frontrunner, DigitalGenius, to add automated answers to general repetitive questions from customers without the intervention of a human service agent. Continue reading KLM adds automated messages to customer conversations