Conversational Engagement: A Clear Path from IVRs to IVAs
In terms of “Every Brand”, a bank, airline, ISP or government agencies are applying the principles of Conversational Service Automation to address the key challenge of providing consistently correct answers, actions or recommendations, across all media and devices at scale.
The most cost-effective way to do so moves customer service’s center of gravity from discrete and separate resources for handling each modality (voice or text) or device (phone or computer or smart speaker or car) to cloud-based resources that take what Opus Research calls an “either/and” approach. Customers or prospects may choose between voice or text, chat or SMS, smartphone or car infotainment system and expect to get the correct result no matter what. [24]7.ai’s Engagement Cloud” makes it possible.