Unlocking the promise of AI
How to create an altogether better agent and customer experience
Transcription? Virtual agents? Oh my…
There are a number of misconceptions surrounding AI. And there’s plenty of (understandable) cynicism when it comes to virtual agents (VAs) and chatbots too. But with the right use (and the right technologies powering them) they can:
- Take the customer experience to another level
- Keep your agents happy in the process
- Deliver smoother, less siloed customer journeys
- Optimize processes
- Make the most of your tech budget
Scroll down for exclusive insights, articles and customer case studies.
Transcription? Virtual agents? Oh my…
There are a number of misconceptions surrounding AI. And there’s plenty of (understandable) cynicism when it comes to virtual agents (VAs) and chatbots too. But with the right use (and the right technologies powering them) they can:
- Take the customer experience to another level
- Keep your agents happy in the process
- Deliver smoother, less siloed customer journeys
- Optimize processes
- Make the most of your tech budget
Scroll down for exclusive insights, articles and customer case studies.
Speech-to-text explained
Letting customers and agents do the talking
-
How transcription works
-
Why it’s so much more than merely transcribing words on a page
-
The (surprisingly huge) benefits it offers your business
- What your customers and agents stand to gain
Speech-to-text explained
Letting customers and agents do the talking
While most customers still want to talk to an agent on the phone, AI engines still require the written word to be able to do their thing (more on the benefits of AI to come). So it’s important to be able to translate voice conversations into text.
In this quick article, we’ll cover:
How transcription works
Why it’s so much more than merely transcribing words on a page
The (surprisingly huge) benefits it offers your business
What your customers and agents stand to gain
90 %
Nearly 90% of people still choose voice calls over other communications. So it’s vital customer service centers don’t miss out on the rich data this channel can offer.
90 %
Nearly 90% of people still choose voice calls over other communications. So it’s vital customer service centers don’t miss out on the rich data this channel can offer.
Rethinking virtual agents and chatbots
(Except for the bad ones – they’re still bad)
We know there are some less-than-perfect chatbots and VAs out there. We’re not going to tell you that some of the early adopters weren’t sold fool’s gold.
But what if we told you that VAs and chatbots can work well for your business and contribute to a better customer experience? No, seriously.
In this article, we demystify this controversial technology and explore best practice.
Architecting customer service success
(Except for the bad ones – they’re still bad)
We know there are some less-than-perfect chatbots and VAs out there. We’re not going to tell you that some of the early adopters weren’t sold fool’s gold.
But what if we told you that VAs and chatbots can work well for your business and contribute to a better customer experience? No, seriously.
In this article, we demystify this controversial technology and explore best practice.
59 %
59% of customers globally and 64% in the US feel brands have ‘lost touch’ with the human element of customer service
59 %
59% of customers globally and 64% in the US feel brands have ‘lost touch’ with the human element of customer service
How can AI benefit contact centers?
The catalyst for improved customer experience
Are you skeptical of AI’s role in the customer experience? Concerned about the costs involved? Has its value become the elusive Bigfoot of customer service?
We hear you. But what if we told you it could help you improve both customer and agent experience without breaking the bank?
From state machines to AI engines and machine learning models, this quick read breaks it all down and explores how AI technology can help you up your game (we promise it’s more interesting than it sounds).
- What exactly is AI?
- What are the key aims?
- What are the opportunities?
91.5 %
91.5% of leading businesses invest in AI on an ongoing basis
How can AI benefit contact centers?
The catalyst for improved customer experience
Are you skeptical of AI’s role in the customer experience? Concerned about the costs involved? Has its value become the elusive Bigfoot of customer service?
We hear you. But what if we told you it could help you improve both customer and agent experience without breaking the bank?
From state machines to AI engines and machine learning models, this quick read breaks it all down and explores how AI technology can help you up your game (we promise it’s more interesting than it sounds).
What exactly is AI?
What are the key aims?
What are the opportunities?
91.5 %
91.5% of leading businesses invest in AI on and ongoing basis
Less friction. More impact.
“Thrio has dramatically improved our productivity and ability to better service our customers. From an operational perspective, we’re very pleased with the solution’s reliability, security and ability to take the stress of supporting our prior system off our IT staff. From a strategic perspective, we’re even more excited about the additional digital and AI capabilities Thrio offers.”
Director of Operations
FTS
Less friction. More impact.
“Thrio has dramatically improved our productivity and ability to better service our customers. From an operational perspective, we’re very pleased with the solution’s reliability, security and ability to take the stress of supporting our prior system off our IT staff. From a strategic perspective, we’re even more excited about the additional digital and AI capabilities Thrio offers.”
Director of Operations
FTS
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There's a lot to learn about Thrio. We're a team of industry veterans, driven by strong values and a mission to transform the agent and customer experience.