AI and
Machine Agents

Chatbots are a type of AI designed to simulate conversation with human users. By detecting key words in a customer’s inquiry, they provide the most appropriate, accurate, and relevant automated response.

Content Guru’s brain^® AI chatbot helps to enhance the skills and achievements of human agents by liberating them to focus on more complex issues, or to work with priority customers. In combination, chatbots and human agents allow an organization to provide the best customer service possible.

Natural Language Processing (NLP) is a form of AI that analyzes natural dialogue to draw contextual meaning, and in doing so, understand language the way that humans do.

In the contact center, NLP can transcribe speech to text automatically, supporting compliance with stringent industry regulations. This functionality also provides agents with relevant data on demand, reducing information discrepancies, and ensuring a fully connected customer journey can be delivered for every inquiry.

Image Recognition (IR) is a form of AI which recognizes entities within pictures, and makes automated recommendations as a result.

Based on this information, Content Guru’s brain automatically generates an appropriate response, leaving agents free to answer more complex queries. Content Guru’s AI offering allows image-based judgements to be seamlessly incorporated into the customer journey, aiding routing decisions, filtering images, and gathering relevant information before transferring to an available agent.