As customer experiences and expectations evolve in the modern age, businesses are expected to deliver more personalized and seamless omnichannel experiences. Contact centers are prioritized as strategic assets for quality customer care.
However, many contact centers need help with evolving customer behaviors and preferences, increased call volumes, and talent shortages.
Generative AI, as supported by extensive Large Language Models (LLMs), can help organizations gain valuable insights into the unstructured natural language data available in contact centers. With genAI, companies can collect and analyze their data to automate tasks, improve knowledge management, accelerate insights, and provide personalized experiences faster – ultimately leading to improved customer satisfaction, reduced costs, and increased efficiency.
Virtusa’s tailored approach to implementing intelligent contact centers begins with a comprehensive assessment of your current organizational state, challenges, and goals.
Post-assessment, we utilize your data findings to construct proof-of-concept scenarios within your existing environment. This enables us to develop a compelling business case and devise a technical implementation and change management roadmap.
We identify and culminate compelling use cases for transformative generative AI implementation, including:
- IVR containment: Empowering self-service IVRs to handle a broader range of customer inquiries, reducing the burden on human agents.
- Agent assistance: Providing real-time guidance and support to contact center agents, enhancing their efficiency and effectiveness.
- Quality management: Continuously monitor and improve the quality of customer interactions, ensuring that they are consistently positive and productive.