Getting The Best From Conversational AI

September, 2020

Whether you are using conversational AI for voice or text chat, there are two big challenges that you face in the real world.

Conversational AI – The Challenges

In the real world, conversational AI for voice or text chat pose two challenges. They are:

  1. The amount of time it takes to build accuracy in intention analysis
  2. Extending the dialog tree to cover all reasonable scenarios.

 

AI practitioners often talk in terms of months, and usually many months, to get to a point where an AI bot can handle ‘most’ reasonable conversational AI scenarios. The fact that machine learning takes so long normally precludes use of conversational AI for applications other than static servicing applications deployed by large corporate users with deep pockets.

If conversational AI is to deliver on its potential in today’s world of short-term projects a different approach is needed:

  1. Limit the scope of what you want to do
    Directed questions that steer the conversation are better than open-ended prompts. This is a consistent theme when we at Sytel talk to our partners in the AI community, even with high value AI solutions.
  2. Generate decent baseline data for your intention analysis
    If you have recordings of live calls for the business process and can use ASR to transcribe, this gives you something that you can use to train Naïve Bayes filtering to give a set of keywords that will be better at getting to acceptable accuracy quickly than a ‘made up’ baseline and lots of machine learning.

 

And there is more… Make sure that break out to a human agent is seamless, quick and provides the agent with all the context of the conversation. This requires your vendor to provide technology and tools that you won’t find in the average cloud ACD offering.

To make the customer experience of transfer from AI bot to human agents seamless and happy one, agents must be ready and waiting to deal with breakout from the AI bot. SLA time for this is actually just a few seconds, not 2 minutes! And factor in that, in the real world, you can’t keep a pool of agents idle ‘just in case’.

What the ACD must know is:

  • how far all of the bot sessions have progressed through the dialog
  • the likelihood of dropout over the next seconds
  • how many agents to hold back from regular queue activity, so that they can be there to deal with projected drop out from the AI bot.

 

In an earlier blog, we suggested that this circumstance would apply only to outbound bot activity. But it applies to inbound as well. For many of the prospects and customers being moved to live agents have probably had their patience well-tested by the bot and will be in no mood to stay long in an inbound queue.

The solution lies in the same kind of AI technology Sytel has developed for optimising predictive dialing behaviour with live agents.

For more information about any of Sytel’s products just talk to us.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.

All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

Drive operational efficiency, increase customer satisfaction & improve agent performance

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Maximum predictive dialing performance, under any compliance rules

Softdial Pathfinder™

Precise routing rules for ‘best available’ connection

Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care