Intelligent CIO LATAM Issue 16 - Page 63

CASE STUDY out procedures or consultations from anywhere , without having to move to an office . We must bring personalized service to self-management .
“ Currently , we are working mainly on several fronts . The automation of personalized call campaigns , the application of speech analytics to improve the quality of service , the incorporation of self-management in written channels and the incorporation of a new service channel , WhatsApp , in which we are working on automating the change of ownership of customers .”
To conclude , Kovalow points out that the joint work with Avaya has more goals ahead of it : “ Looking to the future , we are working with Avaya to incorporate Artificial Intelligence ( AI ) with our bot and to include greater automation in our digital channels .” p

AVAYA ALLOWED US TO MEET OMNICHANNEL

REQUIREMENTS ON A SINGLE PLATFORM THAT WAS RAPIDLY SCALABLE AND HIGHLY AVAILABLE .

www . intelligentcio . com INTELLIGENTCIO LATAM 63