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Yellow.ai and CISCO collaborate to Automate Contact Centers with Voice AI

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Suvina Rai

Customer expectations today are outpacing the traditional contact center model, with increasing demand for always-on, personalized experiences at scale. 

As per Gartner, by 2024, contact center as a service (CCaaS) solutions for customer service technologies will represent 70% of all new CCaaS deployments, up from 20% in 2019. The quality of contact center operations directly impacts crucial business areas including Customer satisfaction, revenue opportunities, churn rate and more. Analytics and AI/ML based capabilities present a significant leap in the way customers are managed and retained, helping contact centers transform from being cost centers to profit centers. 

Yellow.ai has partnered with Cisco to augment Cisco's contact centers with enhanced self-service and interactive voice response capabilities, enabling enterprises to increase their CSAT while reducing resolution time and costs by leveraging automated voice assistants alongside live agents. 

Cisco Unified Contact Center Enterprise (UCCE) provides a powerful solution for intelligent call routing, multichannel communications and application integration. Yellow.ai brings in an NLP driven automation layer on top of the inbound and outbound voice applications and Internet applications such as real-time chat, web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen. The Yellow.ai platform also integrates with Cisco Finesse Agent Desktop to transfer complex queries from the Voice Bot to a Live Agent, in real-time. With this partnership, the aim is to enable faster query resolutions and higher CSAT for both customers and live agents. 

Yellow.ai’s Natural Language Understanding (NLU) and Natural Language Processing (NLP) engine combines the self-learning of voice and text chatbots through multi-factorial intent recognition, effective customer engagement and on-point resolution – all of it in real-time and with a 98% accuracy rate. The partnership with Cisco will help enterprises uncover operational efficiencies, reduce the burden on live agents, and significantly improve CX.

The modern contact center requires a 360-degree view of the customer journey, which includes immediate access to real-time, contextual customer information. Yellow.ai’s intuitive interactive voice response system enables the creation of personalized, automated voice experiences for brands that resolve customer queries, boost agent experience, and improve contact center results. Our voice assistants can hold natural, human-like conversations in over 35 languages and their variants across channels and devices enabled by speech-to-text (STT) and text-to-speech (TTS) cognitive services.

Visit the Cisco Developer Marketplace to explore solutions here - https://developer.cisco.com/ecosystem/spp/solutions/191285/ 

 

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Suvina Rai

With over 10 years of experience across global markets, Suvina is a marketing and communications enthusiast helping brands take their story to the world. Beyond work, she can be found strumming a guitar to her songs, reading fiction or exploring new destinations.

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