With contact centers under increasingly heavy pressure to do more with less – to escalate the quality of customer support while keeping labor costs under control – many companies are turning to artificial intelligence (AI) to automate rote tasks and free human agents to provide solutions to more complex interactions.
This is why conversational AI for customer service solutions provider Interactions recently announced the launch of its AI-powered agent assist solution, Task Orchestration, with a goal of transforming the customer experience. Interactions combines AI technology and real-time human intelligence to deliver customer experience solutions to its client companies. The solution builds on Interactions’ Intelligent Virtual Assistants (IVAs) technology, which the company says "delivered more than $300 million in savings to clients in 2023 by automating time-consuming and repetitive transactions."
Task Orchestration extends the Interactions IVA framework by bringing AI-powered automation to any task that traditionally involved human agents. For customers, the automation creates a faster and more effortless self-service experience, in turn increasing customer satisfaction and brand loyalty. For businesses using the product, Task Orchestration increases operational efficiency by lowering agent costs, increasing labor capacity, reducing error rates and freeing up human agents to focus on more critical aspects of their customers’ needs, according to Interactions.
When customers engage with self-service customer support through any channel, the Interactions IVA system quickly authenticates their identity and routes their requests. Typically, the IVA hands off more complex requests to a human agent to process. But with Task Orchestration, any request can be completed in the IVA as it sends subtasks or worklets to chat agents when human input is needed. This removes the need for transferring calls or chats to agents, eliminating long hold times as well as the frequent need for customers to repeat themselves.
In addition, Task Orchestration reduces the challenge of introducing AI-powered automation into complex contact center environments by eliminating the need for creating new APIs to communicate between systems and by interfacing with existing robotic process automation (RPA) solutions.
“Task Orchestration is a great example of how AI is transforming the customer and agent experience in contact centers,” said Phil Gray, Chief Product Officer at Interactions. “It enables an AI powered Intelligent Assistant to communicate with customers across any channel and any language, while replacing call center agents with more efficient chat agents. Most importantly, it saves customers time and effort.”
Edited by
Alex Passett
