CONVERSATION INTELLIGENCE DRIVES BETTER CUSTOMER EXPERIENCE AT SCALE - UNIPHORE

KUALA LUMPUR, June 21 (Bernama) -- Uniphore announced Forrester’s new study examining the key challenges facing enterprise customer experience (CX) programmes as they navigate the complicated landscape of artificial intelligence (AI) and automation tools and services that all claim to cut costs and increase revenue.

To keep costs low, many organisations have turned to disparate CX point solutions, but end up creating “islands of automation”, lessening the impact of these solutions as a whole and risking organisations’ long-term profitability.

Uniphore Chief Marketing Officer, Annie Weckesser in a statement said: “Uniphore enables organisations to take an integrated approach that brings the full value of AI and automation to the enterprise without sacrificing costs or CX quality.”

As part of a commissioned study conducted by Forrester Consulting on behalf of Uniphore of over 300 strategy decision makers in North America and Europe, findings show organisations that take an integrated approach to CX and target the entire customer journey from chatbot to agent-assist help drive revenue and deliver more frictionless interactions.

Findings from the survey include automation silos block CX; the impact of CX “fails” is felt throughout the organisation; and, Conversation Intelligence Platforms enable great CX at scale.

Enterprise leaders have realised that simply deploying any number of point solutions to address each CX use case creates islands of automation within their organisation, limiting the impact of AI and automation on revenue growth and detrimentally affecting customer satisfaction.

In addition, 58 per cent of organisations face challenges in capturing insights from customer conversations and unifying contact centre and enterprise systems.

By implementing an integrated Conversation Intelligence Platform, customer service leaders open the door to overcoming top contact centre pain points – even as the business – and available customer data – scales exponentially.

Uniphore is one of the largest global AI-native conversational AI providers for the enterprise.

-- BERNAMA