FEATURE : AI
Avaya is accelerating the adoption of its AI solutions to deliver better customer engagement , drive agent productivity and increase customer affinity .
Avaya , a global leader in solutions to
enhance and simplify communications and collaboration , has announced it has been awarded its 600th contact center innovation patent by the US Patent Office , for its latest AI technology advancement within the Avaya OneCloud CCaaS portfolio . With customer interactions now being predominantly mobile , online , across multiple devices and modalities , contact centers are the primary point of engagement for organizations to connect , collaborate and foster customer relationships . Avaya is delivering the future of customer experience with its Avaya OneCloud CCaaS portfolio , powered by AI , automation and Machine Learning .
Avaya ’ s 600th contact center patent was granted for ‘ chatbot socialization ’ technology , which uses Artificial Intelligence to efficiently build virtual agents capable of interacting across voice , text and chat channels to respond to customer inquiries and requests .
With these AI capabilities infused into Avaya OneCloud CCaaS , organizations can provide more seamless , predictive and personalized customer and employee experiences through faster access to relevant information and programming virtual agents to pair with other interactive agents during client communications . These techniques enable continuous expansion and improvement of the knowledge base and effectiveness of AI systems and tools within the contact center .
“ With over 4,400 patents across its CCaaS , UCaaS and CPaaS portfolios , Avaya has a remarkable history of invention , innovation and breakthrough advancements in delivering customer and employee experiences that organizations around the world can build their businesses on ,” said Anthony Bartolo , Executive Vice President and Chief Product Officer , Avaya . “ We are
Driving AI innovation for the future of customer experience
40 INTELLIGENTCIO NORTH AMERICA www . intelligentcio . com