Building the Brand Starts with Customer Service & Data Insights
Bridge The Gap Between Field Workers And Head Office
Enhancing Guest Experience through Technology
Stop Taking Turns and Start Taking Action: True Collaboration...
Calling Edmund Berkele...
Feroz Merchhiya, CTO-Director of Technology, California Insurance Guarantee Association
10 Economic Benefits of Hosted (Cloud-Based) Document Imaging...
Anne Marie Girard, Director, iDoc Delivery/HIM Services, CareTech Solutions
Voice is dead! Long live the Voice Interface!
Joe Manuele, Group Executive, Customer Experience and Collaboration, Dimension Data
Cloud First - Are we there yet?
Scott Fenton, Former CIO, Wind River & Executive Consultant-IT, Scott Fenton Consulting, LLC
Voice-enabled Customer Services with Avaya
With companies approaching towards digitization, the traditional process of human interpretation is replaced with robotics, undergoing different tasks of human beings. Voice recognition technologies and its applications will have a huge impact on the future business sectors. Through voice recognition protocols, business communications can lead to a new way of achieving intercommunication amongst customers and change their business lifestyles.
In recent days, there are numerous voice recognition technological applications in the market. But with its integrated AI-driven technologies, Avaya is backing them all, and it has been at the forefront of development. The recent survey done by Avaya on 8000 customers has showcased that over 70 percent customers prefer mobile communication as effective means of getting solutions and 25 percent customer prefer interaction through AI-driven NLP, cognitive machine learning for solutions.
With voice analysis being the cornerstone of customer service, the traditional process of cusPiotomer-centric position is replaced with automation to deliver better user interface layout. Also, Avaya has enriched with Equinox Unified Communications platform by integrating the cognitive services of the organizations such as Microsoft and Google to provide voice-enabled virtual assistants for the organization.
At present, Avaya comprises of BioID authentication with facial metric matching and voice biometrics as its latest technologies serving the voice-enabled devices for organizations. During this analysis, individual data is processed through contextual transcription and real-time translation with intent recognition to analyze and classify the individual data with the genuine user, which enhances the productivity along with job satisfaction.
Since voice is the primary mode of communication to express one’s thoughts, the technologies deployed in organizations should be efficient enough to recognize the real data and embrace the voice-enabled devices to obtain customer satisfaction with high loyalty. With Avaya being a pioneer with enriched engagement experiences, people can enjoy an entirely new way of voice leveraged service platforms.
The operation process is more straightforward where the requirement of the individual is initially sent through voice signals as input using customer device applications such as Alexa, Google Home, and Apple Smart Home. These data will be processed, and the user will then be connected to the specific bot of that particular area of user interest.Though it has provided numerous advantages to the organization, the speech recognition technologies are still in the mature stage with its advanced voice-enabled virtual assistants. AI and virtual assistance can ease up the individual tasks and task of the day. Still, people are facing difficulties in understanding the concept and its application, which should be ascertained by making the adoption easier and simple to use.