Reduced or zero wait time
When the agents are busy, an online customer has to wait for a certain duration before being addressed which can leave them dissatisfied. Customers want their inquiries addressed at any given point of time in an interactive way.
Gnani’s AI powered domain-specific speech recognition engine first uses voice biometrics to identify and authenticate the caller and then uses contextual NLP engine to answer the specific query interactively. While the voice assistant takes care of resolving generic queries, seamless rollover of the call to the agent for complex queries is also ensured. Scalable as per the requirement, businesses can also configure their preferred rules to the engine.