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CallTrackingMetrics Adds AI-Driven Automated Chat to Product Suite

By Tracey E. Schelmetic September 11, 2023

In the realm of customer support, can virtual agents replace human agents? Despite worries by call center employees, they’re unlikely to be replaced by artificial intelligence anytime soon. Complex problems still need human brains and human personal touches to resolve them. But what AI-powered chat bots CAN do are handle simple requests, collect information and route calls and other contacts to the right human agents. In essence, AI can make it easier for agents to do their jobs, and cut out much of the boring, repetitive work that leads to burnout and staff turnover.

Call analytics company CallTrackingMetrics recently announced the launch of its new feature, ChatAI. ChatAI is the newest entry in CallTrackingMetrics' suite of AI-powered tools and functions as a virtual agent to open up more ways for businesses to connect with customers and prospects through personalized automation until they are ready to talk to a live agent.

CallTrackingMetrics noted in the announcement that the new tool will benefit agents, companies and customers simultaneously.

"With all of the advancements in conversational AI tools, this is the next evolution driven by the need for businesses to do more with less while still prioritizing the customer's experience," said Todd Fisher, CEO and co-founder of CallTrackingMetrics. "Using ChatAI, organizations can streamline interactions and provide personalized support without putting strain on live agents, directly contributing to operational efficiency and business goals no matter the time of day."

ChatAI builds on CallTrackingMetrics' AskAI powered by ChatGPT released in March 2023, which aims to help customers qualify their conversations at scale through intelligent automation and uncover overlooked insights about customers' preferences and behavior. AskAI takes this actionable data and automates next steps so businesses gain an edge over competitors, personalize the user experience, and make strategic decisions based on their first-party data, not hunches or guesses. Where AskAI analyzes conversations, ChatAI takes this technology further to drive personalized and helpful conversations without the need for a live agent.

Edited by Greg Tavarez
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