Call Center Scheduling Featured Article
IntelePeer Adds Voice to IBM Waston Virtual Agent
IBM’s (News - Alert) Watson Assistant is an intelligent virtual agent that makes it possible for organizations to improve first contact resolution, and enables a more seamless hand-off from virtual agents to live agents.
Improved customer experience and better automation tools are dynamically changing the contact center landscape. To further improve the voice capabilities, IBM recently partnered with CPaaS provider IntelePeer (News - Alert).
As per the partnership, Intelepeer’s Atmosphere omnichannel CPaaS solution is now available as an added feature within Watson Assistant Plus and Enterprise plans. The result is higher levels of personalization and customization capabilities as well as improved operational efficiencies as a result.
The intelligent assistant from IBM uses natural language processing (NLP) to better understand what’s happening in a conversation. The goal is to increase the first-contact resolution. It’s also built to continuously improve by learning from past conversations and is built to support high-volume call center environments.
“IBM is bringing the latest innovations in natural language processing, automation and advancing responsible AI to Watson Assistant so that businesses can transform the customer experience and boost operational efficiency,” said Daniel Hernandez, General Manager of Data and AI, IBM. “The collaboration with IntelePeer is the latest example of how we’re making it easier to build scalable AI-powered customer service experiences with Watson.”
With Atmosphere, CPaaS companies can engage with customers through voice, SMS, and advanced messaging using AI-enabled automation and communications routing. These types of communications are more important than ever today and have soared in demand from customers since the pandemic shutdowns began. Companies are realizing in order to meet customer care needs while keeping costs in check, they need automation to help.
“Working with IBM to add our Atmosphere CPaaS solution within the Watson Assistant is a tremendous opportunity as we continue to expand globally,” said IntelePeer Senior Vice President of Business Development Frank Lauria. “Particularly with IBM’s state-of-the-art hybrid cloud strategy and decades of advances in machine learning, combined with IntelePeer’s AI expertise will help pave the way for the future of enterprise customer experience.”
Edited by Luke Bellos