Conversational AI systems can help agents extract valuable information from call interactions and make informed decisions, leading to improved service quality and customer experience. In telco contact centers, highly accurate conversational AI systems are essential for several reasons.

Join us on June 7 for the webinar Empower Telco Contact Center Agents with Multi-Language Speech-AI-Customized Agent Assists featuring live demos from Infosys, Quantiphi, and NVIDIA. We explain the NVIDIA Riva speech recognition customization techniques Quantiphi has used to improve transcription accuracy. This post explores why conversational AI systems are essential and why it is important to have a high level of transcription accuracy for optimal performance in downstream tasks. To overcome these challenges, the telecom sector is turning to AI-specifically conversational AI, a technology that leverages speech, translation, and natural language processing (NLP) to facilitate human-like interactions. Long wait times, complex service requests, and a lack of personalization are some of the common issues faced by customers, leading to dissatisfaction and churn. Several resources later, Jill located the necessary information, but sadly, Jack had already ended the call. With no co-workers available, Jill consulted multiple policy documents to address Jack’s concerns. So, she asked Jack a few questions to clarify. Jill, the third agent he spoke with, read the brief note provided by the previous agent but had trouble understanding it. His call was on hold for 10 minutes, which made him late for work.

This optimal customer experience is something many long-time customers of large telecom service providers do not have. Striving to provide reliable, uninterrupted service, businesses are tackling the challenge of delivering an optimal customer experience. The telecom sector is transforming how communication happens.

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