Intelligent Automation | TTEC

June 13, 2023 Glossary Term

Robotic Process Automation (RPA)

Robotic Process Automation (RPA) is software with Artificial Intelligence (AI) and Machine Learning that handles common, high-volume, repetitive tasks, leading to cost savings and greater efficiency.
June 13, 2023 Glossary Term

Robotic Desktop Automation (RDA)

Robotic Desktop Automation (RDA) is a part of larger group of automation tools used for enterprise-wide process and workflow improvements.
June 13, 2023 Glossary Term

RealPlay™

RealPlay™ is TTEC's AI-enabled simulated learning solution that allows participants to interact in real time with an AI-powered bot conducting training scenarios.
June 13, 2023 Glossary Term

Next Best Action

Next Best Action solutions are part of an AI-powered decisioning hub that’s based on a deep understanding of a specific customer’s unique journey and delivers proactive and personalized customer experiences in the moment.
June 13, 2023 Customer Strategist Industry Insights Healthcare Payers

Compassion bots: The softer side of AI for AEP

Algorithms incorporate empathy data to train heath plan support associates to be nice and productive
June 13, 2023 Customer Strategist In Depth

Is your contact center truly ready for AI?

Before launching AI, set up a strong CX foundation with 5 building blocks
June 13, 2023 Customer Strategist Industry Insights Retail Banking

Peace of mind and banking are not mutually exclusive

In times of uncertainty, consumers welcome empathetic interactions with knowledgeable contact center associates
June 13, 2023 Glossary Term

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre recorded messages without having to speak to an agent, as well as to utilize menu options via to
June 13, 2023 Glossary Term

Intelligent Virtual Assistant (IVA)

Intelligent Virtual Assistant (IVA) is an AI-enabled chat assistant that generates personalized responses by combining analytics and cognitive computing based on individual customer information, past conversations, and location, leveraging the corporate k
June 13, 2023 Glossary Term

Intelligent Routing

Intelligent Routing (or Skills-based Routing), is a technology contact centers use to gather customer inquiries through voice, digital, or social channels, and then applies rules to route it to the agent best fit to resolve the issue.
June 13, 2023 Glossary Term

Intelligent Automation

Intelligent Automation is often a proactive part of an organization’s digital transformation.
June 12, 2023 Glossary Term

Customer Service Automation

Customer Service Automation (CSA) refers to any process and/or and technology that assists with reducing human error, eliminating repetitive inefficiencies, and increasing capacity at bottlenecks.