The AI Connection to IntelligentWire

Mo Afshar | February 16, 2018

AI can be a confusing topic, and it’s been subsumed by many companies to mean just about anything. To better define this, many are looking at AI as not artificial, but rather as a way of augmenting what we already do. Augmenting your workforce, augmenting your business decisions, augmenting your customer experience. But keeping human conversations and connectivity as a core concept.

To that end, Avaya recently launched their A.I.Connect initiative, intended to connect AI-based, augmenting technologies and solutions into the Avaya ecosystem.

A.I.Connect aims to deliver on five thematic results for Avaya customers:

  • Effortless self-service
  • Smart routing
  • Agent augmentation
  • Interaction insights
  • Enhanced WFO

In the context of our recent Avaya announcement, many are wondering how IntelligentWire fits into the A.I.Connect equation. Certainly, technologies like IntelligentWire can evolve in the future, but for now, it fits neatly into three of Avaya’s key categories:

  • Agent augmentation
  • Interaction insights
  • Enhanced WFO

Agent Augmentation with IntelligentWire
IntelligentWire demonstrably improves agent effectiveness in real time. By exposing accurate voice transcriptions and sentiment in live voice conversations, IntelligentWire can drive Next Best Actions (NBA) and proactively guide agents in the moment. As a bonus, supervisors have the ability to see the call stream in real time as well to deliver the best customer experiences possible.

Where’s the AI in that?

    • Learning and improving accuracy of transcriptions
    • Aggregating and categorizing similar ideas into ontologies
    • Contextual awareness for sentiment
    • Correlation of events with outcomes
    • Generation of offers, commands, guides and optimal responses

What’s the value of agent augmentation with IntelligentWire
Saving agent time by automating the mundane and often error-prone work of writing call notes and call summaries. IntelligentWire automatically enters accurate call notes and summaries into CRM systems such as Salesforce.com. For a contact center with 1000 agents, IntelligentWire provides an annual savings of $3.8m.

Interaction Insights with IntelligentWire
Through proprietary speech recognition and natural language processing technologies, IntelligentWire can easily spot trends and patterns across all of a customers’ conversations. Voice of customer is now all of your customers’ actual voices! Millions of minutes of speech data have gone into training IntelligentWire’s machine learning technologies to deliver unmatched insight – in real time – into your voice channel.

Where’s the AI in that?

    • Learning and improving accuracy of transcriptions
    • Aggregating and categorizing similar ideas into ontologies
    • Grammatically-correct summarization of voice interactions

 

 

What’s the value of interaction insights with IntelligentWire?

Understanding the wants and needs of customers and specifically ofevery customer. This information is invaluable for companies looking to become customer-centric enterprises in the era of digital disruption.

Enhanced WFO with IntelligentWire

IntelligentWire delivers full visibility on voice interactions, enabling 100% QA. By spotting caller and agent trends, customers can quickly spot trouble areas or positive outcomes and correlate those outcomes to behaviors. Even better, IntelligentWire further optimizes the workforce by reducing or eliminating the amount of time spent on After Call Work (ACW) by automatically summarizing conversations and inserting them into customer records. This simple, error-prone task can take up 30% or more of agents’ time. Imagine if that time and money were returned to you!

Where’s the AI in that?

    • Learning and improving accuracy of transcriptions
    • Connectors to CRM systems/apps (limited AI)

What’s the value of enhanced WFO?

Today, workforce optimization (WFO) is largely a back office and after-the-fact function – which relies on feedback given to agents on their performance and compliance issues being addressed by digging out and listening laboriously to individual call recordings. With IntelligentWire, the era of real-time agent optimization is possible along with a significantly streamlined way of addressing compliance needs – simply by reading a textual transcript!

Having all of these capabilities in IntelligentWire as a standalone soluton that is integrated directly with your telephony is an amazing option for Avaya customers. But besides product and packing, imagine what you could build on top of IntelligentWire technologies to add the power of conversations to businesses! The opportunities are endless.

Looking at all of these capabilities, it’s no wonder a company like Avaya was interested in IntelligentWire as a piece of their A.I.Connect initiative. A system such as IntelligentWire will end up saving a 1000-seat contact center over $3 Million a year – simply with the ACW reduction. Those are real numbers, with real value.

That means not just augmented agents.

IntelligentWire is delivering an entire, real-time augmented business – all based on conversations.

I’m looking forward to all of the innovation ahead.

-Mo