With global estimates on mobile devices in use, text messages sent, and social networking interactions hitting figures of a billion plus, most companies are looking at new and innovative ways to connect and engage with their customers.
“This dramatic shift toward mobile messaging requires a decisive change in the way you provide customer service. Mobile application popularity is on the increase and is now a top three choice among consumers under the age of 55 for contacting an organisation," notes a company white-paper.
Avaya Ava is geared to address this vibrant market, offering a cloud-based solution for enhanced customer connectivity, across multiple platforms – messaging channels, social media forums, and chat options. Powered by chatbots and natural language processing (NLP), the product is meant for easy integration and automation of digital communication, with immediate self-service functionalities.
Avaya Ava will work with applied business rules and context analysis, for appropriate and accurate response mechanisms, either sharing an automated response or shifting direction to a live agent. The product aims to deliver heightened personalisation, with continued machine learning from past interactions, for greater efficiency, smarter customer service, and enriched delivery quality.
Let’s look at some of its key capabilities:
- Natural language processing, armed with sentiment analysis with support for 34 language identifications
- Chatbots, with AI/machine learning and rule-based proficiencies
- Public social media mining capacities
- Omnichannel interactions, with text automation add-ons
- Cloud-centric solution
- Both AI/machine learning and rule-based chatbots
Deep-diving into the product blueprint
As mentioned, Avaya Ava is a cloud-centered, messaging-agnostic
solution, empowered with AI for social networking management and digital interaction automation. The product was originally positioned as a component of Avaya’s online support services. However, since then Ava has matured into an AI-driven program, intended to boost Avaya’s customer experience portfolio, with a special focus on contact center modernisation.