Thursday, 11 October 2018 11:46

Avaya focus on AI-enhanced technologies for customer, employee engagement

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Avaya focus on AI-enhanced technologies for customer, employee engagement Image courtesy of Cooldesign at FreeDigitalPhotos.net

Digital communications provider Avaya says the integration of AI-enhanced technologies, including biometrics and real-time sentiment analysis to its communication platforms, is enabling organisations to elevate voice as a key user interface for “richer, more seamless, secure customer and employee experiences”.

Avaya will demonstrate AI-enhanced technologies at GITEX — the annual consumer computer and electronics trade show, exhibition being held in Dubai from 14 to 18 October — and says that, driven by the growing consumer demand for more intuitive experiences and positive outcomes, “businesses are being pressured to reimagine their approach to customer and employee engagement”.

Avaya points to its recent survey of more than 8000 consumers that found over 70% prefer contacting customer services by phone and believe it is the most effective means of getting the best answer.

Avaya says that, at the same time, there is a growing body of evidence that suggests increasing customer acceptance of, and demand for, digital technologies like chatbots and biometrics, and research indicates that 25% of interactions with these technologies will be conversational.

“Voice remains the cornerstone of customer service, and there is a clear opportunity for its extended application to enrich customer journeys,” said Chris McGugan, Avaya senior vice-president of Solutions and Technology.

“Through our position as the leading provider of enterprise communications solutions, and our customer-centric approach to innovation, we have been embracing new and exciting technologies that enable us to effectively address these changing customer preferences and deliver voice as a more powerful user interface, for both customers and employees.”

According to Avaya, for businesses to stay relevant, it is essential they invest in technologies that enable them to serve customers “how, when, and where these customers chose to engage with the organisation”.

“Looking to inspire GITEX visitors with ideas that lead to seamless, intuitive and intelligent engagement across digital and human touch points, Avaya’s Oceana use cases, demonstrated at the company’s GITEX stand, include conversational IVR for biometrics integration, sentiment-based routing of calls – allowing customers to make inquiries and receive an immediate considered response either on personalised digital channels from the most capable service agent or back office expert via a context rich personalised experience,” the company says.

According to Avaya, with increasing numbers of millennials and digital-natives in the workforce, businesses must empower these individuals to connect and collaborate seamlessly with customers and fellow employees via their preferred channels, irrespective of their location, device, and communication channel.

“For most of us, voice is the primary mode for communicating our thoughts and expressing our feelings with others―our families, friends, co-workers. Gartner suggests that there will be as many as four billion digital assistants by 2022, and if this number is any indication of consumers’ preference for voice-based engagement, it would be fair to assume that they would prefer voice to communicate with businesses as well,” McGugan said.

“Organisations that recognise this and embrace voice-enabled technologies can expect marked improvements in customer loyalty and satisfaction. As Avaya looks to pioneer new and enriched engagement experiences, we are delivering entirely new ways for voice to be intuitively leveraged across all touch points.”

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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