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Virtually Speaking

Frost & Sullivan on the End of a Long-Standing Customer-Service Dilemma

Posted by Rachel Bittner on Jun 21, 2016 10:37:39 AM


Customers have long been frustrated by the choices available to them when they need service – and it’s costing US businesses $83 billion yearly.

Businesses have been between a rock and a hard place. Either staff a call center that can provide high-quality service (at an equally high cost) or try to anticipate what customers might need and place that info on a website (inexpensive, but places the burden of service on the customer).

Thanks to recent advancements in natural language processing (NLU), this dilemma is about to become a thing of the past.

Conversation as a platform (CAAP) now allows businesses to offer their customers high-quality, AI based service on-demand, at a cost that’s well below that of a call center.

Watch the following video for a brief overview of the evolution of customer service, and be sure to read Frost & Sullivan’s recent report underscoring the need for companies to invest in AI.

Topics: Conversational AI, Artificial Intelligence (AI), Intelligent Virtual Assistants (IVA), Technology