Artificial intelligence (AI) is coming to the Verizon Business Virtual Contact Center (VCC) offering. Among the capabilities are conversational AI and insights that are automatically generated through AI.
The new capabilities are designed to support “smart, connected, self-service and human-assisted interactions,” Verizon said.
The capabilities can also be bought separately to be included on top of any existing contact center solution.
Verizon and Google piloted contact center artificial intelligence in 2020.
Verizon points out that the contact center experience can no longer afford to be one that is considered reactionary and transactional. Customers want companies “to address their full range of needs effortlessly regardless channel, with a seamless transition to human agents when necessary,” according to a press release.
According to the NICE 2022 Digital-First Customer Experience Report, more than four-in-five (81%) customers will first try to solve their problems on their own using web search or self-service.
Yet many organizations do not have the necessary insight into how to maximize all these entry points, Verizon notes. The new VCC capabilities are designed to address that.
New VCC capabilities include:
- VCC Guide provides self-service, contextual guidance for web and mobile experiences
- VCC Expert is a smart knowledge management and content optimization tool that optimizes content to shape the customer journey
- VCC Enlighten XO builds smarter applications using auto-generated insights through contact center artificial intelligence (AI) that’s based on actual conversation data
- VCC SmartAssist powered by Amelia is a smart conversational AI that can resolve customer and employee issues in a more natural way
“In the past few years, the contact center has undergone a digital transformation, which is prompting the end-to-end customer journey to evolve in kind,” Debika Bhattacharya, Verizon Business chief product officer, said in a prepared statement about the contact center artificial intelligence capabilities.
“With more customers turning to digital channels outside of the contact center to kickstart their issue resolution, companies need a holistic strategy for managing customer entry points. The Verizon Virtual Contact Center anticipates and addresses those digital-first interactions, allowing organizations to deliver improved, personalized customer experiences.”