This is like giving every customer service agent (and your IVR/chatbot) a super-smart digital co-pilot that can instantly read knowledge bases, past tickets, and policies to answer customers in natural language across phone, chat, and other channels.
Reduces the cost and delay of handling customer inquiries by automating routine interactions and augmenting human agents with faster, more accurate responses pulled from existing company data.
Deep integration into existing contact-center workflows, connectors to enterprise back-end systems, and accumulated conversational/interaction data that improves models and automations over time.
Hybrid
Vector Search
Medium (Integration logic)
Context window cost and latency when grounding LLM responses on large volumes of knowledge base and historical ticket data.
Early Majority
Focus on deeply integrating generative AI with existing contact center automation (voicebots, chatbots, and workflows) rather than offering a standalone chatbot, enabling end-to-end automated journeys and strong agent-assist experiences.