Highlights
- Contact centers are increasingly using conversational AI to provide customers a personalized experience.
- Conversational AI agents leverage natural language processing (NLP) and machine learning (ML) to sense customer intent and enable customers to use natural language to communicate and get accurate responses.
- With TCS’ conversational AI solutions on AWS Cloud, we enable businesses to provide a hyper-personalized experience to their customers.
In this article
Overview
Chatbots are everywhere but having a natural flow of conversation with them is still a challenge.
With contact centers embracing digital channels, there’s been a rise in the use of chatbots for customer self-service over the last few years. And while customers have also taken to them, there are still some challenges to be addressed. For instance, chatbots are designed in such a way that they take longwinded, pre-defined paths that are not user-friendly.
Often, chatbots are unable to adjust to the varied communication styles of customers and fail to resolve intent, resulting in calls being transferred to live chat agents. They need continuous monitoring for effectiveness and constant code deployments to handle changes to the conversational flows dynamically.
Solution
Redefine customer experience with AI assistants that are context-aware, powered by predictive intelligence, and allow natural language.
TCS’ conversational AI offerings leverage Amazon Lex and Amazon Connect to provide customers a hyper-personalized experience.
Our AI offerings are embedded with the following features:
Conversational IVR by design: We leverage Amazon Connect’s natural language Interactive Voice Response (IVR) capability and AI/ML services to provide context and enable customers to use natural language to get their queries resolved.
Context-aware: Conversational AI agents leverage NLP and ML to sense customer intent and get accurate, relevant responses quickly.
Predictive intelligence and analytics: These are used to tailor responses based on user profiles and preferences, and provide recommendations based on historical data.
Consistent omnichannel customer experience: Our conversational agents are available across digital channels so customers have the same experience across channels.
BENEFITS
Taking AI to a more human level
Here’s how conversational AI can enhance customer experience and bring greater value for your business:
Intuitive and natural – Enables customers to use natural language to get answers to their queries
Cross-sell/Upsell – Opens upsell opportunities with predictive analysis
Accuracy – Offers the most accurate results for frequently asked questions
Personalization – Provides customized responses and recommendations based on insights from data on user profiles and preferences
Reduction in operating costs – Reduces operating costs 10-15% by bringing down the number of calls handled by human agents and providing 24/7 self-service option
THE TCS ADVANTAGE
When you work with us, you can make the most of our expertise and strong partnership with AWS.
TCS’ application development and support engineers provide comprehensive, tailored solutions to meet business requirements.
Our associates are trained and certified in implementing customized Amazon Lex and Amazon Connect contact centers.
We have a proven record of delivering conversational experience solutions to customers from across industries.
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