45 Anywhere365 uses AI technology to provide agents with detailed call summaries, suggested responses and more to improve customer interactions with callers but it’s not always accurate,” says Black. “Now, Anywhere365 is using LLMs and AI to power semantics-based routing, which enables virtual assistants to understand the full meaning of a customer’s statements and identify the right agent based on this information. This makes the call routing process far more precise, minimising the likelihood of callers being transferred multiple times and eliminating wasted time for both the agent and the customer.” Anywhere365, which has acquired Deepdesk and integrated its AI agent assist technology into the Dialogue Cloud platform alongside Microsoft Azure OpenAI services, is also using LLMs and conversational AI to develop applications that help human agents respond to enquiries more quickly and accurately. It uses these technologies to generate conversation summaries, transcribe audio in real time, autocomplete sentences and suggest next-best actions or relevant cross-selling or upselling opportunities. “Giving agents access to this detailed information empowers them to quickly understand the issue and work productively and efficiently to provide accurate and personalised responses,” says Black. “This cuts resolution times and frees agents up to focus on more complex issues. Our AI technology Photo: Adobe Stock/goodluz
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