Conversational AI in Contact Center

Conversational AI in a contact center uses advanced natural language processing and machine learning to enable human-like interactions with customers. It employs chatbots, voicebots, and virtual assistants to handle queries, provide information, and resolve issues. These AI systems understand customer intent, extract relevant information, and respond appropriately. It reduces agent workload, improves response times, and enhances overall customer experience. 

If the artificial intelligence-based bot encounters complex queries beyond its capabilities, it seamlessly transfers the conversation to a human agent, ensuring a smooth and efficient customer journey. Industries like banking, insurance, e-commerce, healthcare, entertainment, etc. can deliver personalized and efficient services using bots.

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What is Conversational AI?

It is a collection of technologies developed to enable real-time human like conversation between human beings and computers. Adopting technologies like natural language processing to machine learning technologies, recognizing speech and text, understanding intent, deciphering different languages, systems can be programmed to respond in a way that mirrors human-to-human like conversation. These technologies enable systems to understand complex user queries, handle ambiguous language, and generate coherent and contextually relevant responses. They power chatbots, virtual assistants, and voice-enabled devices, allowing users to interact with machines as if they were conversing with another person.

Key Elements of AI :

Core components of Artificial Intelligence are:

  • NLP enables computers to understand the meaning of words and structure of sentences to respond in a natural human like way.
  • ML helps to understand language, recognize patterns in data and create models of how human brain works.
  • Text analysis involves identifying the subject of a sentence, the object, words used in a sentence, such as nouns, verbs and adjectives, understand the meaning of a sentence, the relationships between the words, identify the topic of a text and the sentiment of the text.
  • Speech recognition gives computers the ability to understand human speech, grammar and syntax of the sentence, meaning of the words, interpret the emotions and context of the conversation and convert spoken words into text.

Optimise customer support with conversational AI bots in your contact center. Schedule a demo, to explore more!

Key Capabilities of Conversational AI Platform

Voice Bot

AI-driven automated voice interactions to enhance customer support and services with natural language understanding.

Speech to Text

Convert spoken language into written text, enhance communication and analytics for effectual customer service.

Chat Bot

Transform customer experiences with AI-powered chatbots and natural language processing for efficient services.

Sentimental Analysis

Analyse emotions, enhance customer support by understanding sentiments and improving overall experience.

Text to Speech

Convert text to lifelike speech for better customer interactions with natural-sounding voice prompts and messages.

Virtual Contact Center

Enable remote contact center operations and agent collaboration, transform customer care for enhanced CX.

Key Features of Conversational Bot

  • Natural Language Processing: Our solution incorporates advanced NLP algorithms to understand and interpret customer queries accurately. This enables a more natural and human-like conversation between customers and virtual assistants for an enhanced experience.
  • Machine Learning: Leveraging ML techniques, our conversational AI platform continuously learns and improves over time, adapts to user preferences, understands context, and delivers more accurate and relevant responses, ensures personalized and effective customer interactions.
  • Multi-Channel Support: Designed to work seamlessly across multiple channels, including websites, mobile apps, social media platforms, and messaging applications. Enables customers to engage with your business through their preferred channels, increasing convenience and accessibility.
  • Contextual Understanding: Facilitates in maintaining context throughout a conversation, ensures that each interaction is coherent and relevant. It understands intent, remembers previous queries, and provides appropriate responses for a more personalized and efficient customer experience.
  • Integration Capabilities: Conversational bot can be seamlessly integrated with various systems and applications viz: CRM systems, ticketing systems, and knowledge bases to give a unified view of customer data to deliver personalized and efficient customer service.
  • Analytics and Reporting: Comprehensive analytics and reporting features to track and analyse all interactions, gain insights into customer behavior, frequently asked questions, response effectiveness, and other key metrics.
  • Customization and Personalization: We understand that each business has unique requirements. Our AI based solution is highly customizable, allowing you to tailor the virtual assistant's behavior, language, and branding to align with your business's specific needs.

Applications of Conversational AI Bot

Integrate our contact center AI enabled solutions with your existing systems for enhanced customer engagement, operational excellence, and business growth.

Our ID Cloud software is designed to seamlessly integrate with your existing infrastructure, CRM systems, ticketing systems, and other third-party applications. This integration ensures a unified view of customer interactions and enables a smooth workflow across all touchpoints to provide personalised responses resulting in faster resolution and higher customer satisfaction. We work closely with you to ensure a seamless integration process that aligns with your specific requirements.

Banking and Finance

  • Check customers account balance and process transactions 
  • Track and send immediate transaction alerts 
  • Analyze customer credit history, document verification and loan sanctioning risks 
  • Debit or credit card authentication process for safe and secure transactions 
  • Understand customer requirement and behaviour to recommend personalized services 
  • Fraud detection and threat management

Insurance Sector

  • AI enabled IVR’s assist in policy recommendations and buying new policies without human intervention 
  • Automate the process of filing and processing claims
  • Automatically send insurance premium payment reminders to policy holders
  • Filter leads on factors like age, risk, income group etc. to comprehend customer’s requirements and help achieve better sales

Healthcare Organizations

  • Diagnose patient’s health conditions by asking questions 
  • Assist in taking notes and summarizing interaction sessions 
  • Schedule appointments and send reminders to patients
  • Provide 24-hour service without human intervention
  • Virtual assistant for practitioners and patients to help them understand medical conditions
  • Pharma companies can use it conduct surveys and collect patient feedback

E-commerce Companies

  • Recommend products based on customer interaction 
  • Maintain updated and accurate inventory information
  • Update customers about product availability

Travel & Hospitality

  • Provide travel information, remind about offers 
  • Booking assistance helps to suggest suitable options 
  • Travel requirements, visa information, and health and safety guidelines
  • Assist travellers in finding flights, hotels, etc.
  • Get real time updates about flight delays etc.
  • Recommendation based on preferences and budget
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    See Frequently Asked Questions

    What is AI?

    Artificial intelligence refers to computer systems or robot systems or machines that are programmed to think like humans to perform tasks. Nowadays artificial intelligence is the basis for all computer learning and all complex decision making.

    Contact center AI offers several benefits, including improved customer experiences, increased efficiency, cost savings, scalability, and access to valuable data insights. It enhances customer engagement, reduces wait times, provides accurate responses, and automates routine tasks, freeing up human agents to focus on more complex queries. This results in higher customer satisfaction, optimized operations, and a competitive advantage.

    Our software supports multiple languages, allowing businesses to provide customer support to a diverse customer base. By leveraging language-specific models and training data, the AI system can understand and respond to customer queries in different languages, ensuring a localized and personalized experience for customers across various regions.

    By automating routine and repetitive tasks businesses are able address customer issues efficiently without human intervention, freeing up human agents to focus on more complex and high-value interactions.

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