In today's fast-paced world, contact center agents are expected to deliver prompt and accurate responses to customer inquiries, regardless of the complexity of the questions or the volume of the queries they receive. However, the challenge lies in finding relevant answers quickly when searching across multiple repositories holding structure and unstructured content.

Key Industry Trends

• The market size of contact center industry, currently pegged at USD 3.91 Bn, is expected to grow at a CAGR of 18.4% from USD 4.43 Bn in 2022 to USD 78.75 Bn in 2030; with a revenue forecast of ~ USD 17.12 Bn.
• Forbes observed that 79% of contact centers invest in personalization, to create tailored experiences for its customers through embedded CAI and VAI solutions
• To improve outsourcing, more than 93% of firms are contemplating or have already implemented the use of cloud services

Challenges

• Complexity in searching, navigating, and getting relevant information
• Multiple data sources and data formats (Structure & Unstructured) to be analysed & extracted to answer a caller question.
• Contextualizing & personalizing the information retrieved for a particular caller plan, account type or demographic.
• Data Security and privacy and ensuring that information is accessible by agents who are supposed to view.
• Inefficiency in handling customer inquiries combined with increased call volumes translate to longer wait time for customers and poor customer experience.
• Call centre agent churns & insufficient number of agents for assist

Opportunities

1. Application of cognitive/natural language search engine powered by GPT to enable call centre agent to quickly get direct answers to customer inquiries.
2. Personalize search based on member information and contextualize responses accordingly
3. Built-in feedback link allowing users to provide feedback in real-time to improve search relevancy and accuracy
4. Transparency of answered questions and ability to trace back to source document
5. Data privacy and security around information retrieved.
6. Quick access to commonly asked questions.

Solution

Our Agent Enablement solution enables businesses to quickly integrate their content management systems into a knowledge center powered by Cognitive Search & GPT. With this solution, contact center agents can effortlessly access the knowledge stored in the enterprise content management system and generate contextualized and relevant answers to their queries in seconds. Cognitive Search technology leverages NLP/machine learning algorithms to analyze your data and provide you with the most appropriate information, enabling you to make informed decisions faster.

And with GPT, you can generate answers that are highly accurate and natural sounding, just like you would get from a human expert. Whether you are looking for a quick answer to a question or need to dive deep into your content, this solution makes it easy to find the information you need, when you need it

Key Highlights

• Support of Natural Language / Semantic Search
• Support for Investigative Search (Google Like Results) Experience
• Support for Generative response (ChatGPT like Result)
• Data Lineage
• Extensible connectors (Built in & extendable
• API Layer driven
• Document / Content additions / updates / removals
• Feedback Loop
• IAM / Access controlled

Benefits

1. Up to 25% improvement in agent productivity
2. Reduced manual work carried by agents
3. Enables faster decision making