AI Enhancements
AI Accelerates Your Customer Engagement
AI can dramatically improve your customer experience (CX) when used intelligently. Accelerate first-call resolution and reduce time on call to more efficiently use your agents. Vertical offers a variety of solutions to meet your specific needs.
Give Customers a Better Experience
Everywhere you turn you hear about AI. Vertical will help you leverage the best of these technologies while avoiding the inevitable pitfalls of early adoption.
69% of customers prefer to use self-service tools first before contacting your customer service, but a third of your customers find it challenging to use these tools. Your self-service options should be top-notch and focused on areas where success is easily attainable. Vertical can help you identify self-service tasks that are appropriate for AI tools to guarantee customer success.
The best use of AI is not to replace human agents, but to give them super-powers. Use AI technologies like automated sentiment analysis, Agent Assist, and intelligent transcription. These technologies accelerate your human agents and make them able to more cost-effectively handle increased call volume with higher first-call resolution. Learn More.
Implementing AI doesn’t require replacing all of your systems. There are opportunities to front-end systems on to your existing communications systems. Vertical can help you achieve success with this incremental enhancement.
The point of new technologies is to improve your organization’s efficiency, save costs, and provide other positive impacts. It’s not to provide a PR disaster. A key priority in implementing AI needs to be using the technologies in the right way. Vertical will help you ensure success and avoid problems by choosing the right strategies. Learn More.
The Vertical Difference
Our experts work with you to tailor the best customer experience solutions for your business. We’ll stay by your side from design to installation to support.
Vertical’s AI Vendors
Five9
8×8
RingCentral
NICE
Frequently Asked Questions
Replacing human agents should not be the goal of your AI strategy, but you can make your existing agents much more effective and drastically increase the number of interactions they can handle per day using tools like agent assist which shortens the research and data retrieval parts of an interaction and accelerates getting to a quick resolution. You can eliminate simple tasks as well like account lookups, password resets, and confirmations.
There are certainly costs to any new technology, but AI yields a number of substantial cost-savings which can result in a total ROI higher than the outlay. These include: increased ability to handle customer traffic without additional hires, elimination of costly mistakes with better logging and transcription, fewer repeat customer contacts resulting in less traffic, and many more values. Vertical can help you identify the potential ROI of an AI deployment.
No, AI solutions can be implemented in spot scenarios in conjunction with legacy systems. However, if there is a demand to upgrade your legacy communications, you should definitely discuss a comprehensive solution that includes AI enhancements. Vertical can help you make the right choice for either an add-on or complete replacement.
AI can use natural language to interact with customers, but this should generally be limited to very specific workflow tasks with immediate escalation if it doesn’t work. AI excels at retrieving data in real-time to present to an agent during an interaction eliminating the need for manual searching. This could include account information, key alerts for a particular customer, or a customer-specific appointment/case/ticket, etc. AI is well-suited to documenting interactions, and assigning a value (such as sentiment analysis, QA alerts for interactions to review, and interaction disposition).
The best solution really depends on your particular needs and priorities. Vertical works with vendors in the AI field that are the leaders in particular areas. We will collaborate with you to determine the best fit and recommend, not just a product, but a strategy to achieve success.
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