Understand Customer Intent with Best of Breed Conversational AI
Why Conversational AI Matters Now?
The #1 reason why contact center leaders purchase speech analytics, is to gain conversation intelligence that helps identify broken processes.Collecting customer insights is a close #2 reason.
It shouldn’t be surprising that Gartner has used speech analytics to recommend a blueprint for contact center automation and effortless customer experience in this research report.
Call Center Automation Strategy Based on
Conversational AI Meets
5 Ways Real-time Assistance is Eating the Contact Center
Challenges With Conversational AI
Top 3 Challenges with Scaling Conversational AI in the Contact Center
6 Ways to Maximize the Impact of Conversational AI
#1 Make Real-time Speech Analytics Actionable
Jacada integrates with real-time speech analytics services to personalize the agent experience and the customer experience in real-time using intent flows designed in our no-code designer.
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#2 Speech Transcription + RPA Based Auto Notes
#3 Understand Intent With Conversational AI & More
Clients need to select the best conversational AI in the context of the languages and modalities (speech, messaging) that matter.
While it’s great to understand customer intent based on their own words, there are many scenarios in which their interaction with other systems and interfaces can also tell a great story about their intent. Great conversational AI middleware combines conversation intelligence with insights from a variety of other sources to zero in on customer intent and personalize the agent experience and the customer experience.
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#4 Test the Quality and Reliability of Entity Extraction
While Jacada’s automation platform and its intent flows stand by to personalize the agent experience and the customer experience using the extracted entities, we recommend that clients first test the ability to reliably extract entities before proceeding headlong into a business case and a project based on this capability.
#5 Personalize Based on Your Customer's Emotions
#6 Find Hidden Customer Needs With Dialog Design
With Jacada’s intent flows, a dialog designer can construct choices at every step of the conversation to either go deeper down a certain path or offer tangents that enable sidebar conversations that make intent discovery effortless and deliver more personalized experiences.