TTEC debuts AI-Enabled Associate Assist Solution

TTEC, a leading digital global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands, showcased Associate Assist and other innovative technology solutions for AI-enhanced training, omnichannel interactions and journey orchestration during Customer Contact Week.

Contact Centre CLUB

TTEC creates employee experiences that increase engagement and designs, builds and operates customer experiences that deliver results. The company’s approach to AI and automation balances human intuition and creativity with the computational power and efficiency of technology. TTEC uses Intelligent Virtual Assistants (IVAs) to empower employees and deliver seamless service experiences that enable hyper personalization, increase response time and improve accuracy.

Associate Assist augments associates by monitoring conversations between associates and customers and scanning through data to deliver the suggested next best action or response to the associate, in real-time. In addition, the solution establishes a closed loop, AI-enhanced, self-training knowledge base that is used not only to train new associates but also improve associate accuracy, efficiency and consistency.

This approach results in:

  • Reduction in Average Handle Time (AHT) by 20%
  • Improvement in First Contact Resolution (FCR) by up to 10%
  • Increased Net Promoter Score (NPS) by nearly 15%

TTEC has been named a finalist for this year’s CCW Excellence Awards for Best Training and Development Solution. The CCW Excellence Awards honor, recognize and promote individuals and teams who have made a commitment to driving superior contact centre and CX performance. TTEC won the CCW Excellence Award for Best Training and Development Program in 2017 and was named a finalist for the same award in 2018.

“TTEC brings together people, process and technology to deliver seamless customer experiences and drive digital transformation for our clients. Digital transformation is not only about how technology facilitates customer self-servicing but also enabling customer service professionals to deliver seamless support,” said Judi Hand, Chief Revenue Officer, TTEC. “During CCW, we look forward to demonstrating how AI, bots, RPA and knowledge management enhance human connections and optimize business results for our clients.”

About TTEC:

TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading digital global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery centre of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, the Company’s 49,300 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.

To learn more about how TTEC is bringing humanity to the customer experience, visit www.ttec.com.