Determined to further drive innovation in the contact center space, Avaya recently acquired its 600th patent in Avaya's range of contact center solutions. This particular patent is for artificial intelligence innovation. Today the organization boasts over 4,400 CCaaS, UCaaS, and CPaaS patents, a number they say will continue to rise.
Anthony Bartolo, Executive Vice President, and Chief Product Officer, Avaya, talked about the company’s range of patents and what it will mean for customers who want to extend more service capabilities to their customers. This patent has plenty of other implications, including lending more self-service options.
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Anthony Bartolo[/caption]
The technology might even assist agents in detecting things like customer sentiment. Agents utilizing Avaya's CCaaS technology can even learn from each customer interaction with its post-call analytics offering. And then there were chatbots, another essential part of CX. Most customers now expect to have access to this technology, and chatbots help to lighten the burden agents feel.
If you want to do things like verifying dates of birth, letting customers answer security questions, or for other routing purposes, chatbots and virtual agents are a good first-line defense. "Chatbot socialization technology," as Bartolo called it - uses artificial intelligence to realize virtual agents. It can interact across voice, text, as well as chat channels to respond to customer inquiries and requests.
Advanced AI capabilities like the ones listed above, Bartolo contests, considerably enhance CX. He also said with Avaya OneCloud CCaaS - organizations can provide more seamless, predictive, and personalized customer, along with employee experiences. These advances in personalization, the ability to anticipate and address customer needs before they have to ask, and more agile and informed agents create what Bartolo describes as the “context center.”