Pioneer in omni-channel cloud communications solutions, Content Guru, will be at Contact Center (CC) Expo in Florida to demonstrate how its world-leading storm® platform delivers better customer and agent experience augmented by its virtual ‘Machine Agent’.
CC Expo, taking place on 13th-16th May at The Diplomat Resort in Fort Lauderdale, brings together contact center professionals to discuss the challenges and opportunities facing the industry.
Content Guru will be displaying its international expertise in the use of AI-driven agents to tackle customer and agent dissatisfaction. By handling simple and routine inquiries, Machine Agents free up human contact center agents to deal with more complex cases and boost their sense of job satisfaction. At the same time, Machine Agents ensure that customers are quickly routed to the right person to handle their query based on information provided to the chatbot through its conversation with the contact.
Machine Agents can be individualised with ‘personality quirks’ to suit different demographics, and can have more than one ‘skill’; for example answering calls using natural language processing, responding to email, answering web chat sessions, or processing payments, enabling customers to self-serve. Like a human agent, Machine Agents can be deployed in different teams across the business and used for varying levels of support.
Martin Taylor, Deputy CEO of Content Guru, said: “Thanks to rapidly changing technology, we are really at the dawn of deployable AI in the contact center. These are really exciting times for what intelligent automation can achieve in creating a better experience for customers and agents, augmented by Machine Agents. Content Guru is a global trailblazer of AI in the contact center, and we are looking forward to sharing our expertise with the best in the industry.”