CX and AI – The Sytel Perspective

CX and AI in Softdial Contact Center™ (SCC)

The Sytel platform is suffused with CX and AI and has been for many years. The automation in both our outbound and inbound products relies heavily on AI techniques, and automation itself is a main driver for great CX.

Let’s start with a definition. We asked ChatGPT and got

“CX typically stands for ‘Customer Experience.’ It encompasses all the interactions and touchpoints a customer has with a company throughout their entire journey, from initial awareness and consideration through purchase, use, and post-purchase support. A positive customer experience is vital for customer satisfaction, loyalty, and ultimately, the success of a business. It involves understanding customer needs, delivering value, providing excellent service, and creating memorable experiences at every stage of the customer journey.”

That certainly describes our approach, but be aware of two things:

1. Our CCaaS product is an open platform so some of the services being delivered come from third parties and our job is to make sure that the touch points in our product, including APIs and how we deliver data up, are as clear, productive and easy to integrate with as possible.
2. And we have also sought to automate as much as possible in the contact centre. Why? Well one obvious reason is that it saves money, but the other, which is probably more important, is that it is essential if you want to offer the best possible CX. If you are not sure about this, see Sytel Realtime Automation.

The Sytel Platform provides full support for literally any generative AI product. Our white paper on Support for Generative AI is available on request. But our main focus with AI is in using it to automate both inbound and outbound activities.

We have put many years of effort into doing this. The use of AI, for example, helps to understand how to dial for outbound, with no human involvement. And it also is invaluable in helping us balance SLAs across inbound queues.. In a contact center of any size, this is simply too big a task for either WFM or humans to manage.