CSG launches next gen Conversational AI for call centers

Messaging apps; speech-based assistants such as Apple’s Siri and Amazon’s Alexa; and chatbots are entering the marketplace in large scale, all with a goal of enhancing everyday life. Businesses are taking notice; leveraging the technology to analyze peoples’ behavior in order to create a more personalized and efficient customer experience.

To help companies deliver a more transformative and differentiated customer experience (CX), CSG® (NASDAQ: CSGS) today announced the availability of its Conversational Artificial Intelligence (AI) solution, a disruptive technology that improves overall CX by enabling companies to rapidly develop, deploy and analyze conversational use cases across a variety of communications channels.

Today’s digital world has created a paradigm shift where customers are demanding instant gratification. A primary differentiator for companies will be their ability to deploy conversational platforms that span voice and digital channels to create proactive efficiencies surrounding customer intent. In fact, a recent Capgemini report[1] noted 74 percent of organizations consider conversational assistants as a key enabler of the company’s business and customer engagement strategy.

In response to this market dynamic, CSG has developed a strategic partnership with Artificial Solutions, a leader in advanced intent-based AI, to deliver Conversational AI. This new solution gives companies the ability to communicate internally and externally through applications and web sites that provide human-like natural language via voice, text or gesture inputs, offering a host of benefits, including:

  • Reduced costs: CSG Conversational AI helps decrease the burden on customer care agents and the level of interactions needed.
  • Proactive customer engagement: Once implemented, the solution identifies trends unique to the business using it and delivers actionable data to enable proactive communications with customers.
  • Increased resolution rate: The solution gives the customer the ability to have a conversation across multiple platforms (SMS, voice, text, chat, IVR, smart home devices), reducing the need to be passed to multiple customer care agents and departments.
  • Consistent and compliant guidance to customers: The solution also provides consistent and compliant guidance to customers for multiple scenarios, which is critical in many regulated industries such as Finance, HealthCare, and Insurance – whether via an agent, a chat session, or a voice call.

“CSG Conversational AI, integrated with our market-leading array of customer engagement channels, provides a comprehensive solution for enterprises looking to digitally transform their customer interactions,” said Dave Bukovinsky, executive director, product management, CSG. “By quickly resolving issues through a predictive conversational approach, CSG Conversational AI will help increase customer satisfaction and improve perception to help companies deliver a differentiated customer experience with a measurable return on investment. We look forward to our continued partnership with Artificial Solutions as we bring this dynamic solution to the marketplace.”