Avaya OneCloud CCaaS, with Google Cloud Contact Centre AI delivers new levels of self-service that improve the customer experience and increase agent productivity. Pilot projects using the AI-based platform are underway with several Transcosmos clients.
The clients using the platform are taking advantage of advanced virtual agents, which deliver intuitive and natural conversational interactions, with no agent intervention required, across any touchpoint. These self-service options will help Transcosmos contact centres improve response times and reduce call volumes.
The solution also aids human agents by providing them with in-the-moment, contextual knowledge on live customer conversations. This removes a significant burden from users, who are no longer required to repeat their issues, while enabling agents to resolve problems more quickly, as they enter every conversation with details on the enquiry.
Transcosmos will also use the solution’s built-in sentiment analysis features, powered by natural language processing technology, as a primary source of insights and analytics to drive higher customer satisfaction scores and operational efficiencies. Transcosmos customers include Ryanair, DHL and Rosetta Stone.