Workforce Optimization Featured Article

Inbenta 'inContact' with Workforce Optimization AI

May 09, 2017

Artificial Intelligence is well on its way from pipe dream to reality. No, I wouldn’t expect a Skynet-type scenario or Hal from Space Odyssey 2001. Artificial intelligence empowers chatbots to improve the customer experience, provide enhancements to workforce optimization solutions, and revolutionize the contact center and business operations as we know it.

Today, workforce optimization market leader inContact (a NICE company) announced the newest member to the inCloud ecosystem: Inbenta, artificial intelligence market leader. Inbenta brings with it enterprise-grade artificial intelligence solutions capable of providing highly conversational chatbots to add to the inContact cloud contact center solution.

“inContact is a true innovator in the contact center field. Its cloud offerings have transformed contact center performance for both enterprise users and their customers,” stated Jordi Torras, Inbenta CEO and founder. “Inbenta is a natural fit for the inContact partner ecosystem. We’re confident inContact users will be excited to add our intelligent, conversational chatbot capability to enhance their customer service experience.”

In deploying the solution, contact centers receive the exceptionalism of inContact’s analytics, WFO and omnichannel routing, in addition to highly personalized, real time smarts. Inbenta’s chatbot solution is available via the inCloud marketplace, giving all current inContact customers access to a combination of artificial intelligence and natural language processing that provides exceptional call resolution rates and customer satisfaction via its ability to learn over time from customer queries.

One major complaint contact center customers describe is a lack of context. Essentially, the issue of having to repeat one’s issue over and over, while not actually getting closer to solving the issue. Inbenta’s chatbot offers complete carryover. So when you are transferred to an agent, they already have all the details from your previous interaction(s).

“Inbenta AI-powered chatbot technology is transformative. It takes customer self-serve to a new level for everything from purchases to customer support, drawing from knowledge bases, FAQs and other enterprise systems,” noted Rajeev Shrivastava, Chief Strategy Officer for inContact. “The addition of Inbenta technology, through the inCloud Ecosystem Partner Program, gives our user base an important, seamlessly integrated, and immensely valuable service alternative.”

It’s a brave new world in the contact center. Companies can either join the cloud-based coup at hand, or slide to the back of the pack.

What’s behind your contact center operations?

If you’d like to learn more about AI and chatbots, be sure to check out TMC (News - Alert) and Crossfire Media’s newest conference and expo, Communications 20/20, happening July 18-20 at Caesars Palace in Las Vegas. The event will focus on the next wave of technology and innovations that will transcend the importance of person to person contact, disrupting the future of the entire communications industry. Find out more HERE.

Edited by Alicia Young
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