La compañía ofrece reconocimiento de lenguaje natural con Avaya AI Virtual Agent para administrar de manera más efectiva el volumen de consultas entrantes.
En la búsqueda de potenciar sus servicios y gracias a la integración de Tecnología de Avaya para centros de contacto y Google Cloud, Teleperformance ofrece reconocimiento de lenguaje natural a sus clientes, aumentando así el nivel de automatización de su centro de contacto y disminuyendo el esfuerzo de los clientes.
Sobre la base de la colaboración conjunta para ampliar las capacidades de Inteligencia Artificial (IA) en los centros de contacto, Avaya y Google Cloud se han unido para proporcionar Avaya AI Virtual Agent, desarrollado con Google Contact Center AI para ayudar a las organizaciones a administrar de manera más efectiva el volumen de consultas entrantes que se mantiene en aumento, especialmente en momentos como el actual.
Avaya AI Virtual Agent es una solución de implementación rápida que no solo ayuda a administrar el gran aumento en la cantidad de consultas de los clientes, sino que también permite reducir los tiempos de espera, brindar respuesta inmediata las 24 horas, los 7 días de la semana, y liberar a los agentes activos de la organización para hacer frente a interacciones más complejas con los clientes.
Utilizando los algoritmos de redes neuronales de aprendizaje profundo más avanzados, Speech-to-text de Google Cloud realiza un reconocimiento de voz con una precisión incomparable que hoy soporta más de 120 idiomas.
Adicional a ello, con la implementación de esta tecnología los clientes no necesitarán navegar por un menú de opciones ya que gracias a la capacidad del reconocimiento de lenguaje natural el cliente es dirigido directamente a donde lo necesita agilizando así los tiempos de respuesta mientras brinda una experiencia muy positiva para los clientes.
Frost & Sullivan predice que los contact center y los proveedores de servicios tienen enormes oportunidades al respaldar la automatización de procesos comerciales y las iniciativas de autoservicio inteligente de las empresas en el corto y mediano plazo.
Avaya afirma: “nuestra pasión es empoderar al mundo y nos complace unirnos a Google Cloud en este importante esfuerzo al aplicar la Inteligencia Artificial y las soluciones innovadoras de acuerdo a las necesidades de los clientes actuales” y continúa, “sabemos que el trabajo que estamos realizando ahora tendrá un impacto muy positivo y, en el largo plazo, que mejorará las capacidades de los centros de contacto del futuro”.
Fuente: https://www.redestelecom.es/
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