00:00 16 July
Announcing Ozonetel’s seamless integration with Intercom.
A chat window on your website is a quick, inexpensive way to provide instant support to a customer or prospect. But have you noticed that when conversations start getting interesting, being limited to typing is frustrating? Because, when a prospect...
00:00 21 February
3 reasons why well-trained, easily accessible staff are critical for implementing good self-service
The tech-handicap that used to exist once upon a time is now history. Now everyone has a smartphone, they are tech-literate and there is minimal resistance to the idea of self-service.
00:00 24 January
What is a Voice bot?
A chatbot or voice bot, as the name suggests is a virtual ‘Bot’ or computer program that conducts a conversation. Powered by artificial intelligence (AI) and natural language processing (NLP), these Bots are designed to simulate human conversational patterns. These bots...
What is a voice bot?
I would define a voice bot as an interactive voice user interface powered by NLP. It can help your inbound or outbound call center in several ways. In terms of customer support, a voice bot can be used to help provide...
00:00 17 October
in Speech Analytics
At the beginning and end of every call, your Speech Analytics system displays customer mood on your Agents dashboard. How does a machine understand whether your customer is happy or not? It uses two things:
Natural Language Processing
Natural Language Processing.
Conventionally, people used programming languages to...
00:00 08 October
Is the future becoming the present faster than ever before? It may just be. AI is revving changes in the ever-evolving contact center. And by year-end, you can expect a complete upheaval in the way your contact center works and delivers customer experience.
Sentiment analysis instantly evaluates customer tone in a call. Currently, Ozonetel’s system is using this to judge a call sentiment as positive, negative or neutral. It is able to categorize this with a nearly 85% accuracy.
This gives management a new filter to:
Analyze Agent performance....
Voice bots are not only bots your AI Driven Contact Center employs. Soon, AI will be part of your entire contact center ecosystem. Digital Assistants will help you route calls; create smarter dashboards; and let you access your analytics in far smarter and easier ways....
00:00 06 March
In the race for creating better customer experience, every millisecond counts. No bump in the customer journey is too small to ignore. In this context, let us relook at the IVR experience:
Long ago, IVRs efficiently replaced receptionists for answering calls. The IVR easily handled any...
Ozonetel is bringing the power of AI into call centers. Taking advantage of advances in the AI fields like Natural Language programming and Analytics— Ozonetel is creating smart assistants and analytic tools for the modern day call center.
Speech recognition, Speech analytics and Sentiment analysis have...