The future of conversational AI

Why the right contact centre solution matters

A contact centre is often the first point of contact between a company and its customers. In the past, contact centres relied on ‘old-world’ routing solutions to handle customer inquiries and complaints. While these solutions were effective to a certain extent, they had their limitations resulting in frustrated customers, longer wait times and lower customer satisfaction rates.

Today, ‘new world’ call routing solutions like Oration by Convai have revolutionised the contact centre industry, providing intelligent routing capabilities that offer a more personalised customer experience.

Old world

Push Button IVR Menus

New world

Customer Experience Platforms

Instead of Push Button IVR Menus to navigate calls, Customer Experience (CX) Platforms allow businesses to create their own call flows using natural language recognition technology.

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Old world

Automatic Call Distribution

New world

Intelligent Call Routing

Automatic Call Distribution (ACD) provides limited options in a call menu system. Today, Intelligent Call Routing (ICR) removes constraints on the number of options and uses caller intent to determine the best outcome.

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Old world

Voice Recognition

New world

Transcription

Voice Recognition (VR) requires specialised knowledge and constant fine-tuning. Transcription capabilities are flexible and not constrained by set grammar or phrases.

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Old world

Natural Language Processing

New world

Natural Language Understanding

While Natural Language Processing (NLP) deals with the processing of human language by machines, Natural Language Understanding (NLU) focuses on enabling machines to understand human language more accurately and contextually.

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