An Intellyx Brain Candy Brief
IntelePeer offers a conversational AI tailored for assisting contact centers with high-volume inbound customer service interactions—calls and chats— that require context, sentiment analysis, regulatory compliance, and complex logical modeling and routing.
While contact centers have come a long way since the old “Press button 5 for support, 6 for sales” phone tree days, as well as the branching IVR routines that had to be scripted out manually, early attempts to use chatbots in lieu of human customer service reps often created net-negative customer experience results. Further, GenAI-based bots can tend to hallucinate based on specious internet training content and go off-track.
IntelePeer offers a mature low-code contact workflow design environment, with an AI Hub for modeling customer-relevant interactions and a policy-delimited machine learning data lake that can respect customer privacy concerns while understanding the vernacular of industries like healthcare, financial services, and tech support. The goal here is to successfully automate 90% or more of queries and interactions without logical errors or perceived service delays.
Most importantly, if a customer conversation requires personal attention, the AI agent routes high-value requests with only the relevant customer context data to human agents, increasing their value when answering customer ‘moments of truth.’
Copyright ©2024 Intellyx B.V. Intellyx is an industry analysis and advisory firm focused on enterprise digital transformation. Covering every angle of enterprise IT from mainframes to artificial intelligence, our broad focus across technologies allows business executives and IT professionals to connect the dots among disruptive trends. At the time of writing, IntelePeer is not an Intellyx customer. No AI was used to write this article. To be considered for a Brain Candy article or event visit, email us at pr@intellyx.com.
