Seven days a week, 24 hours a day, and 365 days a year, Masergy’s Virtual Agent is at the ready, delivering premium self-service applications with speech recognition accuracy and machine detection capabilities. Built on an AI platform, your virtual agent continues to get even smarter in predicting what your customer needs, collecting all the relevant information and routing each interaction to the right agent.
Hit the trifecta – happier customers with first call resolution, happier agents with one desktop view of the entire customer journey, and improved efficiencies for your business. With Masergy Cloud Contact Center your agents will need just one tool quickly and effectively service your customer.
According to Gartner’s “Market Guide for Conversational Platforms,” by 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017. And they predict that by 2020, 25% of customer service and support operations will integrate virtual customer assist technology across engagement channels.
Now it’s easier than ever to enable self-service and automate customer interactions for reduced call volumes. Leveraging artificial intelligence, Cloud IVR is a web-based visual tool for building conversational experiences.
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