White Papers

Advanced Virtual Assistants help streamline the delivery of effective customer service and significantly enhance customer experience by providing quick, relevant, and context-aware responses. VA capabilities can be boosted by integration of traditional Natural Language Understanding (NLU) and Natural Language Processing (NLP) with cutting-edge technologies such as Retrieval-Augmented Generation (RAG) and Generative AI (GenAI). Call steering systems serve as a prime example of how NLU and Large Language Models (LLMs) are transforming business operations. Download the White Paper to learn how the right combination of Conversational AI technologies ensures scalable, efficient solutions that align precisely with business needs.

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.