완벽한 AI 조합으로 컨택 센터를 혁신해 보세요.
어바이어는 고객 여정에 원활한 자동 지원 서비스를 도입하여, 고객에게 좋은 경험을 선사하고자 Google Cloud Contact Center AI와 파트너십을 맺었습니다. 고객의 경험에 AI를 도입하는 작업은 매우 정교한 일입니다. 탁월한 기술과 인간의 감성이 융합되어야 하기 때문입니다.
가상 상담원 활성화
가상 상담원
AI 컨택 센터는 항상 학습 중
가상 상담원은 고객 응대 업무에서 최선의 경로를 설정하기 위해 실시간으로 모든 상호작용의 목적과 조치, 최종 결과를 캡처 및 분석합니다. 이를 통해 인간과 유사하고 똑똑한 상호작용이 가능하며, handoff 기능을 갖추어 모든 채널의 내용을 매끄럽게 취합하고 현장의 상담원에게 전달합니다.
어바이어 고객, Google Cloud의 장점을 누리다
혁신을 더하다
Google Cloud Platform에서 제공하는 AI 부가 기능을 활용해 기존 AI를 강화할 수 있습니다.
가상 상담원
가상 봇이 상담원으로 진화하여 고객에게 더욱 자연스럽고 문맥에 알맞게 응답합니다.
상담원 지원
AI가 상담 팀에게 대화 정보와 맥락을 온전히 전달하여 이후 최선의 조치에 대해 도움을 드립니다.
대화 주제 모델링
상담원이 고객과 통화하는 동안 대화 주제와 권장 응답을 참조할 수 있습니다.
솔루션 지원
Google Cloud Platform 기능은 일부 Avaya의 컨택 센터 인프라와 데스크톱에서 지원됩니다.
Google Cloud Contact Center AI는 컨택 센터 내에서 대화형 AI를 대중화하고 있습니다. Google Cloud AI와 제휴한 Avaya IX Contact Center는 컨택 센터의 업무 로직과 플로우를 강화합니다.
우수한 구성의 지능형 가상 상담원이 셀프 서비스 고객 응대 업무를 통해 고객 경험을 개선합니다. 비용은 줄이고 순 추천고객 지수(NPS)는 올릴 수 있습니다.
Brent Kelly, Ph.D., 수석 분석가 & 컨설턴트, KelCor, Inc.
Avaya 컨택센터 솔루션 더 알아보기
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