AI-powered software called intelligent applications includes rules engines, user interfaces, notifications and alerts, and other components that handle specific use cases within the call center.
This software enables intelligent agent assistance with multimodal conversational self-service such as voicebots and chatbots.
Intelligent apps continually learn from customer interactions and other sources to build upon a database of historical relevance and predictive future outcomes. The result for call centers: a constantly building pool of artificial intelligence-powered learning that can accelerate efficiencies and troubleshoot customer concerns.
Historical and real-time data from user interactions allows intelligent apps to make predictions and suggestions, allowing for highly adaptive and personalized user experiences. This constantly-evolving software ensures call center agents enter each customer interaction armed with up-to-date information and data relevant to the conversation. Predictive analysis anticipates user behaviors and delivers instant and actionable suggestions to drive customer satisfaction.