White Papers

In the rapidly evolving landscape of customer service, the advent of artificial intelligence has heralded a new era of efficiency and personalization. Virtual Assistants, powered by sophisticated Conversational AI technologies, are at the forefront of this revolution, offering unprecedented opportunities to enhance customer interactions. Virtual Assistants help streamline the process of service delivery and significantly enhance the customer experience by providing quick, relevant, and context-aware responses. As businesses increasingly turn to digital solutions to meet the growing demands for efficiency and effectiveness, understanding and implementing advanced voice and text bot technologies has become crucial. To highlight this shift, it’s important to examine specific applications where these technologies are delivering tangible benefits. In particular, call steering and FAQ systems demonstrate how Natural Language Understanding (NLU) and Large Language Models (LLMs) are reshaping business operations. This document explores the processes involved in developing voice bots for call steering and FAQ solutions using NLU and LLMs. It addresses key approaches, challenges, best practices, and the future potential of these technologies in these two critical use cases.

The Evolving Landscape of Contact Centers. In today’s fast-paced world, contact centers have evolved into vital strategic assets, driving business success through high-quality customer interactions. Quality Management (QM) is essential for maintaining customer satisfaction, loyalty, and compliance with regulations. However, traditional quality management methods, such as manual call sampling and subjective evaluations, often fall short in today’s complex, multi-channel environments. To address these challenges, businesses are turning to advanced Interaction Analytics (IA), which analyzes 100% of customer interactions across all channels, providing comprehensive insights that drive quality improvements and operational efficiency.

The introduction of the EU AI Act provides the first comprehensive legal framework for AI governance. This will inevitably impact both providers and deployers of certain forms of GenAI and face recognition biometrics that can potentially present risks if used in an unregulated and uncontrolled manner. We believe that the new EU regulations will have positive impacts on use cases across various industries with limited impact on providers of business domain-specific Conversational AI. Nevertheless, some new requirements will need to be observed by all providers and deployers of AI systems.