![]() ![]() ![]() ![]() The creators of tools sold in market sectors like customer data platforms, customer relations managers and data management platforms all want to help companies curate their interactions with customers and they’ve been integrating AI in different ways at different layers.Īt the same time, some developers are shipping more basic tools that other developers can integrate into their own applications. The tools for creating the bots are now fairly common in the front lines of businesses, and now much of the effort is devoted to finding the best channel for delivering the technology - which is reflected in Cresta’s announcement today. These are one of the first places where AI scientists looked to apply their work in natural language processing (NLP). Conversational AI competition is heating upĪ number of companies are actively trying to automate this space because customer service inquiries are expensive and sometimes fraught with political minefields with many dangers for missteps. “Cresta’s AI-solutions make agents faster and enable self-service automation, so businesses can finally improve on every interaction while also improving operational efficiency.” continued Kolman. The agents are said to save three to five hours in an average week by letting Cresta’s tools do repetitive tasks. Startup and training time for new agents was cut by a factor of three. Customer satisfaction ratings (CSAT) increased by 15% in the company’s tests. “All of this is invisible to the end customer.”Ĭresta claims that its platforms can boost several metrics. “ enables companies who purchase the Zoom Contact Center, along with Cresta, to use real-time transcription to guide the agent in their engagement process with the customer to do things such as sell more though better adherence to the company’s sales playbook, or to more quickly resolve customer issues.” explained Scott Kolman, the CMO at Cresta. Learn the critical role of AI & ML in cybersecurity and industry specific case studies. ![]()
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