Recently, our team participated in the Customer Contact Week in Las Vegas where we had the opportunity to explore the latest advancements in the AI space, attend insightful sessions and network with our clients and peers in the industry. Here are our key learnings:
AI Trends And Innovations
One of the hottest topics at CCW 2024 was the role of artificial intelligence (AI) in customer contact centers. Overall, we believe AI is an amazing tool for BPOs and many vendors have similar functions. We have seen solutions where AI can assist with recruitment, training, quality analysis and interaction summarization.
The most interesting feature we have seen though is where an AI Assistant works hand-in-hand with agents and can take over a phone call, schedule an appointment for a customer for example, and allow an agent to handle a second call. The unique part is the agent can still follow the initial conversation live via their dashboard and retake the conversation if the customer is not satisfied with the AI assistant. There is even a barometer where the agent can see the customer’s emotional state.
Gear Inc’s Distinctive Edge
Although most BPOs are already present in the Philippines, Gear Inc was one of the only BPOs in attendance with presence in Thailand, Vietnam, Laos, Indonesia, Malaysia and India. This allows us to offer more languages and versatility in pricing. In addition, we are currently expanding into Europe and South America. Our agility to implement an office and attract talent is unparalleled.
Gear Inc also has our own contact center solution in the cloud that has an omnichannel solution (Voice, SMS, Messenger, WhatsApp, Email, Telegram and more), dynamic dashboard, turnkey solution to integrate with Salesforce, Dynamics and any other CRM using APIs, and of course new AI tools.
We look forward to discussing these insights further and exploring how we can leverage these trends and differentiators to drive success for you and your customers.
What’s next? Join us at CCW Europe 2024, October 7-8 in Amsterdam. Meet our experts at Booth #35 as we share our latest insights on the future of customer engagement and our available solutions to drive your business forward.
