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Program that leverages Natural Language Processing (NLP) and machine learning to understand and respond to customers. Live Query AI chatbots can handle basic queries, such as resetting passwords and answering FAQs from customers while human agents focus on deeper business issues. AI chatbots bring easy, always-on access to your business and can easily scale without affecting your budget. This AI call center technology deploys machine learning and artificial intelligence to analyze customer conversations.

Gain customer insights, perform sentiment analysis, and improve agent performance Conversation intelligence software helps transcribe, evaluate, and extract insights from every interaction Conversation intelligence provides agents with the context and insights they need to effectively understand and serve customers These insights eliminate operational inefficiencies and promote higher customer satisfaction Intelligent Call Routing Also known as Automatic Call Distribution System, Smart Call Routing automatically directs calls to a specific agent or department using predefined criteria, e.g.

Skill-defined routing, round-robin or first available agent for on-call management, intelligent call routing is a huge advantage for busy call centers because customer inquiries are forwarded directly to the right agent, greatly reducing the waiting time for agents to resolve issues, which means efficient use of time and smooth handling of large call volumes in real time. Monitoring, real-time guidance and docking to ensure compliance and consistency across communication channels and customer service teams.