Smart Contact Center Automation

Leverage Veritone aiWARE AI engines and workflows operating on text, voice and video to more efficiently and cost effectively deliver optimal customer support. Add AI to your contact center workflows and experience happier employees and more satisfied customers.

The Customer Support Challenge

With remote demand at an all-time high, today’s contact centers struggle with:

Customer service agent overload and burnout

Agents repeatedly answering simple requests

Ballooning cost and resolution time per case

Slow contact center responsiveness and efficiency

Customer frustration and churn from long hold times and inadequate assistance

Missed upsell opportunities due to limited customer view

Lack of support of customer-preferred communication channels

Different customer experiences across channels

The Need: AI Automation

Contact centers need AI automation for:

Fast Data Access – gain deep insights during customer interactions

Challenge: How to access the system and assemble all
needed data?
Need: Immediate customer 360-degree view for live agents

Rapid Resolution – create successful outcomes and delight customers

Challenge: What is the recommended solution, and how to locate and deliver it?
Need: Faster resolution and higher quality of the resolution

Customer Insights – extract value from customer conversations in
real-time

Challenge: How to predict what may happen?
Need: Understand sentiment, intent, and customer need

Omnichannel Availability – support the right channels, when the customer is available

Challenge: How to integrate all these channels with
24×7 availability?
Need: Support multimedia interactions and ingest multimedia content

Introducing Veritone Contact Center AI

Assist Agents in Real Time

Transcribe multi-language calls and separate speakers in real time
Translate multi-language calls and separate speakers in real time
Real-time summarization, topics, intent, sentiment and other text analytics
Automatically gain insight into video, image and text attachments/materials that accompany the request
Route to the right agent and prevent churn by conducting sentiment analysis and intent of calls in real time

Understand Trends

Identify common reasons customers contact you, topics they raise, where help is needed most, by customer and location
Measure sentiment across product lines
Identify most common languages used across channels
Detect PII to ensure security and compliance

Enable Self-Service

Automatically understand requests and fulfill them
Automatically recommend help articles or action steps based on questions asked
Automatically generate support tickets for customer reported issues

Unlike other contact center automation solutions that use an individual AI engine or point solution to assist with one aspect of case handling, Veritone contact center AI combines multiple AI engines within an overall AI workflow that is callable by existing call center systems to automate all aspects of the customer case handling process — from multi-channel communication to 360-degree customer view to automated customer responses to extraction of insight during and post-engagement.

Benefits

Customer Support Operations Leaders

Automate contact center customer case handling, increasing support staff efficiency, reducing cost and resolution time, and improving the customer support experience.

IT Leaders

Easily integrate with common contact center systems, and deploy on-premise, in private or public clouds, or in a hybrid environment.

Features

Key Features

Broad AI Model Support:
Process data through aiWARE-based AI engines for extraction and insight. Supported AI models include:
- Text analytics: translation, sentiment analysis, topic and entity extraction, summarization, intent analysis, PII detection, chatbot, recommendation engine
- Audio analytics: multi-language transcription, speaker separation, speaker identification
- Computer vision and biometrics: image OCR, object detection, face detection, logo detection
Omnichannel Ingestion:
Ingest data from social media, email, phone calls and other sources
Case Handling Workflow:
Connect multiple AI models in an AI workflow and customize ingestions and exports using the low-code Automate Studio workflow tool
Seamless Integration:
Use aiWARE APIs or Automate Studio to infuse extraction results and insights into existing contact center systems (Sales, Support, Billing)

PRODUCT WEBINAR

An extended product overview presentation and solution demonstration

Create AI Workflows with Automate Studio

Use Veritone’s low-code Automate Studio workflow designer to connect multiple AI models in an AI workflow. Integrate these workflows to existing CRM systems to ingest and process content, and return extraction results and insights to customer service agents.

Veritone provides predefined workflows for common contact center automation use cases, and can develop custom flows tailored to specific needs.