Reducing Contact Center Traffic with Conversational AI

As more than 75% of the U.S. population is now banking online, there is a heightened importance that digital experiences are frictionless to provide overall customer satisfaction. With many banks and credit unions having insufficient self-service options, contact center traffic is soaring and placing a burden on representatives. Yet 80% of the traffic directed at contact centers are simple, routine transactions. Solutions, such as conversational AI, aimed at decreasing call volume—not increasing staff—are the most effective way a bank or credit union can ensure their users are spending less time waiting on hold and more time getting satisfactory results for their requests.

In Glia's white paper, you will learn about:

  • The key differences between traditional and conversational AI
  • Common misconceptions about contact center traffic
  • The importance of understanding human intent
  • How AI fits into the Digital Customer Service (DCS) ecosystem

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