Generation AI: AI is here to supercharge your contact center

Welcome to the Generation AI office, where Artificial Intelligence is about to cause a stir!

This is the world of Generation AI, where artificial intelligence is giving the contact center a serious upgrade – and while these new tools and processes may seem intimidating, we aren’t scared. We think it can be fun and funny too. From the rookie associate to the seasoned leader, our characters tackle real-world challenges with AI-powered solutions. Get ready to learn, smile, and discover how AI can elevate your customer experience to new heights.

Henry

the Helper

Meet Henry - our enthusiastic CX associate

With a passion for helping people, he's eager to make a difference. But the daily grind of repetitive tasks and challenging customers can be overwhelming. Can AI be Henry's secret weapon to transform from overwhelmed beginner associate to customer service superstar?

Watch the video to discover his challenges.

How AI empowers associates like Henry – smarter, faster and more confident

AI training simulations

Offers associates hands-on practice in a safe environment, boosting confidence and skills.

Real-time knowledge assist

Instantly provides the information associates need, right when they need it. No more frantic searches for answers.

Intelligent summarization

Turns complex customer interactions into easy-to-understand summaries, helping associates focus.

Accent localization

Helps associates bridge communication gaps by adapting their speech patterns to match the caller's accent, fostering a stronger connection.

Guided workflows

Provides guidance during customer interactions, ensuring consistency, efficiency, and improved customer satisfaction.

Grammar assistance

Helps associates craft clear and professional messages by correcting grammar and spelling errors.

Noise reduction

Eliminates distracting background noise, ensuring clear communication between associates and customers.

AI training simulations

Offers associates hands-on practice in a safe environment, boosting confidence and skills.

Real-time knowledge assist

Instantly provides the information associates need, right when they need it. No more frantic searches for answers.

Intelligent summarization

Turns complex customer interactions into easy-to-understand summaries, helping associates focus.

Accent localization

Helps associates bridge communication gaps by adapting their speech patterns to match the caller's accent, fostering a stronger connection.

Guided workflows

Provides guidance during customer interactions, ensuring consistency, efficiency, and improved customer satisfaction.

Grammar assistance

Helps associates craft clear and professional messages by correcting grammar and spelling errors.

Noise reduction

Eliminates distracting background noise, ensuring clear communication between associates and customers.

Meet Carla – our dedicated mentor

With a heart of gold and a will of iron, she's determined to empower her team to deliver exceptional customer experiences. But juggling countless associates and endless tasks can be a daunting challenge. Carla craves the ability to provide personalized coaching and support, but administrative burdens often get in the way.

Watch the video episode to learn how AI can transform her role.

Carla

the Coach

Our AI solutions for team leaders - data-driven focus and priorities

Customized training simulations and performance dashboards

Allow team leaders to create tailored training scenarios for their team, track individual performance, and identify areas for improvement.

Leadership development programs

Equip team leaders with the tools and knowledge to become an even more effective coach and mentor.

AI-Powered administrative support

Streamline team leader’s workload by automating routine tasks, freeing up time to focus on strategic initiatives and employee development.

Customized training simulations and performance dashboards

Allow team leaders to create tailored training scenarios for their team, track individual performance, and identify areas for improvement.

Leadership development programs

Equip team leaders with the tools and knowledge to become an even more effective coach and mentor.

AI-Powered administrative support

Streamline team leader’s workload by automating routine tasks, freeing up time to focus on strategic initiatives and employee development.

Ian

the Innovator

Meet Ian – The data-driven visionary

As the architect of customer experience, he's obsessed with creating seamless journeys and maximizing customer satisfaction. With a razor-sharp focus on the operation, Ian is always on the hunt for innovative solutions to optimize costs without sacrificing quality. Want to see how Ian turns data into gold?

Watch the video to meet Ian and the strategy challenges he faces.

What a CX leader needs – to drive growth, efficiency, and customer loyalty

Innovate & transform the business

Drive proactive engagement through data-driven insights.

Balancing cost to serve and expectations

Achieve balance between cost efficiency and customer satisfaction through strategic workforce planning and automation.

Consistency of service delivery

Ensure a seamless customer journey by aligning your workforce with fluctuating demands and service levels.

Managing multi-partner delivery

Enhance collaboration, standardize processes, and optimize performance across a partner ecosystem for maximum efficiency.

Innovate & transform the business

Drive proactive engagement through data-driven insights.

Balancing cost to serve and expectations

Achieve balance between cost efficiency and customer satisfaction through strategic workforce planning and automation.

Consistency of service delivery

Ensure a seamless customer journey by aligning your workforce with fluctuating demands and service levels.

Identify cost reduction opportunities

Find ways to deliver service at the same exceptional levels at a lower cost.

Managing multi-partner delivery

Enhance collaboration, standardize processes, and optimize performance across a partner ecosystem for maximum efficiency.

Chloe

the Customer

Meet Chloe – The frequent support caller

She’s a familiar voice in the contact center. As a busy entrepreneur and devoted mom, time is Chloe's most precious commodity. She craves efficiency and personalized support without the hassle of endless hold times or repetitive explanations. Chloe values human connection but demands quick resolutions.

Can AI provide the perfect balance of speed, accuracy, and empathy? Discover how AI can bring a smile to her face.

How AI elevates Chloe’s customer experiences – making her life easier

Personalized interactions

Capture and analyze customer data across all touchpoints to deliver tailored experiences, anticipate needs, and build loyalty.

Efficient self-service

Guide customers through effortless journeys with intuitive self-service options, and seamlessly connect them to live associates when needed, equipped with complete interaction history.

Personalized interactions

Capture and analyze customer data across all touchpoints to deliver tailored experiences, anticipate needs, and build loyalty.

Efficient self-service

Guide customers through effortless journeys with intuitive self-service options, and seamlessly connect them to live associates when needed, equipped with complete interaction history.

Get closer to
true AI transformation

Discover how AI is transforming these roles and driving extraordinary results. Learn which AI tools are right for your contact center stars and how to implement them for maximum impact.