Interactions, a pioneering force in Conversational AI for customer service, launched its AI-powered agent assist solution, Task Orchestration, to transform the customer experience.
Interactions combines the best of AI innovation and real-time human intelligence to deliver CX solutions to the world’s most recognizable brands. In 2023, its AI-powered Intelligent Virtual Assistants (IVAs) delivered more than $300 million in savings to top clients by automating time-consuming and repetitive transactions.
Task Orchestration extends the Interactions IVA framework by bringing AI-powered automation to any task that traditionally involved human agents. For customers, the automation creates a faster and more effortless self-service experience, in turn increasing customer satisfaction and brand loyalty. For businesses using the product, Task Orchestration significantly increases operational efficiency by lowering agent costs, increasing labor capacity, reducing error rates and freeing up human agents to focus on more critical aspects of their customers’ needs.
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Phil Gray, Interactions Chief Product Officer: “Task Orchestration is a great example of how AI is transforming the customer and agent experience in contact centers. It enables an AI powered Intelligent Assistant to communicate with customers across any channel and any language, while replacing call center agents with more efficient chat agents. Most importantly, it saves customers time and effort.”
Task Orchestration Benefits for Customers and Businesses
Lower Customer Effort
Task Orchestration reduces customer effort by speeding up task completion. It has led to a 30 percent decrease in customer call time for certain clients and eliminates the need for customers to wait on hold for the next available agent.
Reduce Agent Handle Time by 50-70 Percent
By enabling the IVA to handle customer interactions, agents are brought into the conversation only when their skills are required, decreasing Agent Handle Time (AHT) by 50-70 percent.
Supports Digital Transformation
Task Orchestration enables a single pool of chat agents to support customers across all channels, effectively turning voice into a digital channel. In addition, GenAI adds automation and additional agent efficiency.
Eliminate Escalations to Live Agents
The IVA retains control throughout the interaction, collaborates with agents discreetly, and enables customers to interact with your brand according to their preferences.
Elevate Agent Productivity
Agents efficiently carry out their tasks via their desktop without the need for direct customer interaction, which enhances productivity and minimizes the risk of burnout.
Universally Applicable to Your Entire Agent Workforce
Any agent, regardless if they’re still in training, voice/digital queue, or the language they speak, can assist customers with clear guardrails in place.
SOURCE: GlobeNewswire