CSG Introduces Conversational Artificial Intelligence to Enable a Next Generation Customer Experience
April 16 2020 - 7:00AM
Business Wire
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 report1 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.” (video)
Solution Functionality
- Interfaces can be built in 35 languages, running over any
service or device.
- Predictive abilities can understand the voice of the customer
and learn their true intent.
- Advanced integration capabilities improve the user experience
by incorporating relevant knowledge from external data sources
(front and back office) to construct answers.
- Real-time analytics helps to personalize the conversation,
optimize the system automatically and deliver actionable data
insight back to the business, while compliantly capturing the voice
of the customer.
- Hybrid natural language understanding and contextual awareness
fosters multi-intent understanding, implicit personalization
capabilities and tailored individual responses.
“We’re delighted to partner with CSG to help deliver AI
applications that will transform digital customer interactions,”
said Andy Peart, chief marketing and strategy officer, Artificial
Solutions. “Their experience in solving complex business challenges
and delivering value through the innovative use of technology makes
them the perfect partner to bring CSG Conversational AI to the
marketplace.”
Copyright © 2020 CSG Systems International, Inc. and/or its
affiliates (“CSG”). All rights reserved. CSG® is a registered
trademark of CSG Systems International, Inc. All third party
trademarks, service marks, and/or product names which are
referenced in this document are the property of their respective
owners, and all rights therein are reserved.
1 Smart Talk, Capgemini, 2019
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Brad Jones Public Relations CSG +1 (303) 200-3001
brad.jones@csgi.com
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