It’s no secret that universities have a constant battle keeping their curriculums up-to-date with the fast-paced development of artificial intelligence (AI) and automation. Royal Melbourne Institute of Technology (RMIT) is disrupting this institutional norm by preparing their students for working life through company mentorship programs. Companies such as VoiceFoundry, who develop innovative Contact Center technologies for enterprise, are working with students bound for Computer Science degrees to develop innovative and real-world business solutions. More businesses are looking for novel ways to engage their customers and deliver better service. Graduates entering the workforce who can demonstrate technology skills in Automation and AI are undoubtedly valued. VoiceFoundry is proud to be a part of the development of these skills.
We’re seeing the commercial use of artificial intelligence (AI) more and more with the introduction of devices like Alexa and Google Home. People use these tools to complete all sorts of tasks such as verbally place orders for goods and services or ask for directions to a place they’re unfamiliar with.
AI also continues to transform the way companies can provide people with a better customer experience. AI is now using Natural Language Understanding (NLU) applications with IBM’s Watson to help medical providers collect and interpret clinical data from patients – and that’s just one example.
But how does it all of this technology come together? What is it that allows you to issue a command and get back what you need from an AI enabled application?
VoiceFoundry happily assisted the American Red Cross and Amazon Web Services during the disastrous Hurricane Harvey. Because of the scale of the damage and the limited amount of available assistance, The Red Cross, as large an organization as they are, had to call in for back up. They engaged us, VoiceFoundry, to implement Amazon Connect and provide a self-service, cloud based contact center. Within 48 hours, the new call center was up and running, and heroes were being connected to people in need from three hurricanes that had developed by that time. Continue reading about how The Red Cross, AWS, and VoiceFoundry all played a vital role in this execution.
Christmas is so close you can probably taste the peppermint candy canes filling your stockings. But how many of you are actually ready – as in finished – with all of your holiday shopping? The thought of heading anywhere close to the mall right now makes many of us shudder in fear. The people, the lines, the traffic! But if you’re like millions of Americans, you already know that shopping online is the only way to go. The number of online shoppers increases with each passing year as technology gives us more and more with just the swipe of a screen. But as additional people rely on the ease and selectiveness of online retailers, some companies may struggle to meet demand with their physical data centers.
Everyone has heard of the enormous amount of benefits when migrating to the cloud, but what does that mean from a customer’s point of view? I mean nobody really wants to call into a contact center… ever. Its no wonder the majority of calls end up in hang ups and frustration and most of the time it’s the fault of the call center whether its lack of staff or technology.
The solution – move your contact center to the cloud. But the great debate is whether this migration can do more than just save you money, can it actually improve your customer experience? A recent study by the Aberdeen Group indicates that yes, it can improve customer service. In fact, it showed abandonment rates were significantly lower in cloud contact centers compared with traditional call centers, with just 4.5% of calls abandoned.
A long, long time ago…ok, maybe not that long ago, the only thing you expected from contact center agents was for them to provide quick solutions to pressing issues. But thanks to this fourth industrial revolution we’re having and new technology solutions, customers expect a digital experience when they contact support for assistance.
And whether you gamble or not, the stakes are pretty high. According to an Ovum survey on omni-channel support, 82% of consumers cited a bad customer experience as reason enough to stop doing business with a company. And to make matters more pressing, 45% of consumers expect a response to questions and issues in under one minute. Does the pizza delivery rule apply here – if it’s not there within 30 minutes its free? If only everything was so black and white.