Many of the people I talk to every day seem to think they’re going to stop investing in IVR. They think that in this day and age of intelligence that an interactive device slows down the transaction or may turn their customers away all together. At this point, I do my best Lee Corso imitation and respond with a glib, “Not so fast my friend.”
Delivering Powerful Management Tools for Blueworx IVR
Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver efficient, scalable, and reliable voice technologies, announced the release of Blueworx Voice Response 7.3 for Linux. Blueworx Voice Response for Linux 7.3 includes significant enhancements for clustered and private Cloud environments making the management of multiple servers and applications easier than ever.
The Blueworx team continues to develop the capabilities of Blueworx IVR for Linux with the availability of Blueworx Voice Response 7.3, featuring additional key elements for management and configuration.
Blueworx Voice Response (BVR) for Linux 7.3 includes significant enhancements for clustered and private Cloud environments, making the management of multiple machines and applications easier than ever. In this release, Blueworx introduces two new components, the Blueworx Resource Manager and the Configuration Profile Database.
The potential for chatbots to make a large mark in the contact center world is growing – automation being the largest driver. While they are in a very basic stage now, as with all things related to AI, chatbots get better the more you use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs such as 1+1 = 3. But over time, patterns are established that will make chatbots “intelligent” enough to take on tasks that today don’t seem possible.
We are all exposed to some form of Artificial Intelligence (AI) on a daily basis. Whether we employ it for personal projects with Siri, on our device’s software to efficiently tag photos, or at the office with the likes of Watson or Alexa, it is obvious that the Age of AI is here.
Heath Terry, Head of Internet Research at Goldman Sachs, states, “We’re going from a world where people give machines rules to a world where people give machines problems and the machines learn how to solve them on their own.”
Customer expectations when it comes to convenience is higher than ever. Without having to look up from your screen or even leave the house, life is happening right at your fingertips. Swipe here, touch there, within seconds groceries can be delivered, appointments can be scheduled, and reservations can be made. Convenience has been raised to an art form and more and more consumers are becoming accustomed to a smooth customer experience.
We all know that big banks have cashed in on technology. Customers can make deposits from their phones and get real time information round the clock. But what about credit unions? How can they maintain their traditional business models that emphasize community focus and still meet the growing needs of today’s member?