News 02/13/2023

Content Guru Extends Conversational AI Capabilities To Digital Channels

Content Guru, Europe’s leading cloud contact center and customer experience (CX) technology provider, today announced the global availability of enhanced conversational AI features within its storm® Machine Agent™ intelligent automation suite. Content Guru is now able to offer storm users effortless, high-speed self-service and accurate answers as part of a conversational experience through voice and digital channels. The latest AI capabilities are embedded within storm FLOW, Content Guru’s intuitive, low-code service management tool. As a result, storm platform users will benefit from enhanced control and detailed end-to-end reporting of the conversational AI capabilities within their services.

This latest integration places best-in-class AI capabilities at the heart of storm Machine Agent proposition and delivers a range of benefits to storm users including an unrivaled range of languages for conversational AI and Natural Language Understanding. By leveraging conversational AI tools, both public and private sector organizations have the ability to go beyond the benefits of traditional Interactive Voice Response (IVR) and chatbots, which are powered by Natural Language Processing (NLP) technology alone.

Adding conversational AI to storm Machine Agent is a crucial step towards allowing organizations to meet the demands of modern CX. Content Guru’s improved functionality and additional capabilities are integral to improving both the customer and the service agent experience, as well as optimizing spend. storm Machine Agent’s additional intelligent capabilities allow organizations to empower customers to self-serve and, for interactions requiring interaction with a human agent, conversational AI has the ability to reduce agent handling time and repetitive interactions.

“AI is playing an increasingly important role in the modern contact center and we are delighted to provide storm users with market-leading conversational AI capabilities,” Martin Taylor, Co-Founder and Deputy CEO at Content Guru, explained. “We are constantly innovating and pushing the boundaries to set new industry standards, and by placing the most advanced AI solutions at the heart of storm Machine Agent, users will now benefit from a range of additional capabilities and reporting enhancements. The latest integration will allow both public and private sector organizations to take voice and digital interactions to the next level, whilst gaining the highest degree of control and visibility.”

About Content Guru

A leader in cloud communications technology, Content Guru supplies mission-critical Customer Engagement and Experience solutions to hundreds of large organizations across the globe.

Content Guru’s cloud-native omnichannel communications solution, storm®, offers virtually limitless scalability, unmatched integration capabilities and industry-leading AI. Content Guru ensures contact centers and customer engagement hubs meet the needs of every customer, seamlessly. storm is used by public and private sector organizations across the Americas, Europe and Asia-Pac, in markets ranging from finance and healthcare through to government and utilities. Customers that rely on storm for mission-critical services include Sodexo, NHS England, Serco and G4S.

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