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MetTel and Talkdesk Partner to Add GenAI Features to MetTel's Customer Innovation Labs

By Tracey E. Schelmetic December 28, 2023

Artificial intelligence (AI) may not be full-on replacing human customer care agents, but it does have the power to make them more efficient and effective. In fact, a recent report from McKinsey found that applying generative AI (GenAI) to customer care functions could increase productivity by 30% to even 45%.

Using today’s newer solutions, companies can more easily deploy, monitor and fine-tune GenAI in the contact center with no coding experience, eliminate inaccurate and irresponsible AI use and subsequent brand risk, and create a powerful personalized experience for customers. With these features, live agents and virtual agents are even more effective with real-time, precise answers to customer questions; contact center administrators can proactively introduce automations based on trending topics, and enterprises can train and fine-tune AI models much more efficiently and comprehensively without coding experience.

Digital transformation and communications company MetTel and cloud contact center company Talkdesk recently announced a partnership to integrate GenAI features from Talkdesk into MetTel's portfolio. The collaboration is expected to enable MetTel enterprise clients to test AI contact center capabilities in MetTel's Customer Innovation Labs.

Talkdesk recently unveiled its GenAI features, showcasing advancements in AI within its flagship Talkdesk CX Cloud platform and Industry Experience Clouds. Talkdesk GenAI features use machine learning (ML) and large language models (LLMs) to enhance contact center efficiency and customer satisfaction. With these features, agents and virtual agents are even more effective with real-time, precise answers to customer questions.

MetTel's Customer Innovation Labs develop AI tools that bring new insights and drive efficiencies for the public and private sector, and MetTel's use of AI in the communications industry has been acknowledged in Gartner's Magic Quadrants for the past four consecutive years. This collaboration with Talkdesk further solidifies MetTel's commitment to innovation and positions MetTel at the forefront of AI-driven communication solutions like MetTel's Intelligent Process Automation.

"AI is transforming the way businesses communicate and operate. At MetTel, we believe in the power of AI to drive innovation and productivity, streamline processes, and deliver unparalleled value to our customers," said Ed Fox, MetTel CTO. "Our partnership with Talkdesk and the integration of GenAI features into our platform exemplify our commitment to staying at the forefront of AI advancements."

Edited by Alex Passett
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