Companies have invested considerably in technology in recent decades, but it is undeniable that those who intended a slow, gradual change were driven by the pandemic scenario towards a real digital transformation and stopped resisting this change that has brought many benefits to business.
Artificial intelligence has resources such as electronic telephone service, the URA (Auditory Response Unit), text service such as Chatbots, and operating systems called machine learning, which develop automatically in an intelligent way, suggesting solutions for users.
In telephony, the cloud and VoIP have revolutionized the way we communicate taiwan phone numbers internally and with customers. The 5G network and the Internet of Things, with access and development expected in 2022 in Brazil, are also relevant innovations for the business environment. In this article, we will talk about these new technologies and how they positively influence business.
Artificial intelligence
Artificial Intelligence is designed to mirror human behavior, and applied to telecommunications, AI brings together resources such as applications that transform speech into text, electronic attendants, and operating systems for problem-solving.
"This technology offers tools for customer service, such as the URA (Interactive Voice Response Unit), an electronic attendant with an interactive voice system with the customer, capable of responding with recorded audio or generating responses at the time of the call. ChatBots are electronic text-based attendants, and those that rely on AI can analyze data and information, and offer assertive responses and solutions, rather than just recorded and predictable responses.
These tools are capable of responding to and analyzing the user's needs, and through voice commands, digit or text recognition, transferring the call or service to the most capable attendant, or solving the customer's problem using the information available in the system.
Machine learning is an operating system that, through the analysis of algorithms and statistics, is capable of detecting trends and predicting problems and solutions with assertiveness and precision. The basis of these systems is the automatic organization of data and automatic learning to offer better strategies to companies. In digital telephony, these systems are able to analyze the pattern of a large number of calls and services, helping to understand user behavior in order to offer a better experience.
Omnichannel is an intelligent customer service platform focused on the consumer experience. This technology integrates all of a company's service channels and organizes contact information collected from phones, emails, apps, chats, and social media. In this post , we answer all your questions about this technology. Omnichannel service can start on one channel, go through another, and end on a third without missing any important information about the customer's needs, solving the problem with a high level of satisfaction and agility.