Future of Work News

CI's Virtual Concierge Simplifies AI for Customer Interactions


Making a big leap in bringing AI to the customer engagement space and the cloud, Computer Instruments (CI) has announced its Virtual Concierge with AI offering for Google Voice APIs. The offering is being released on the eOne Conversational IVR with Google Voice and AI Services Platform, and is available in cloud or premises-based deployments.

The Virtual Concierge solution utilizes CI’s core strengths in automating business workflows with the goal of taking customer engagement to the next level. Opening up the solution to Google Voice APIs creates “plug and play” ability for customer service solution providers, enabling them to offer intuitive, conversational intelligence in their contact center solutions.

“CI’s Virtual Concierge provides a mobile like experience for your company’s communications,” said Chris Herring, president and CEO of Kansas City-based CI. “Just like Personal Intelligent Device Services do for the individual, Virtual Concierge with AI does for your company. It elevates the callers’ experience with a technology that customers will adapt to quickly and easily. Virtually anyone who has access to dial tone can and will use this technology.”

According to CI, the Virtual Concierge transforms AI customer interactions into a real conversation with built-in intelligence, instead of restricting automation to limited “press or say” type of responses. The solution works by pairing a customer’s spoken requests with available resources, and pooling all available intelligence to create a next-generation, self-service customer interaction.

Virtual Concierge uses speech forensics to provide industry tailored applications for an array of vertical markets, all designed to simplify customer interactions. It may be integrated with the Google Cloud Natural Language API, the Cloud Speech-to-Text API and the Cloud Language Translation API, making it easy for customer service solution providers to build intelligent, AI-driven solutions.

eOne applications like auto attendant, pay-by-phone, account lookup, membership portals, service locators and post-call agent surveys are all easily integrated. The solution may be scaled to meet the needs of any size company, and is not PBX platform dependent. Companies integrating Virtual Concierge can take advantage of a wealth of AI intelligence without the need to upgrade or switch their telephony platforms.

To provide more information about how AI and automation are transforming customer service and the contact center space, TMC is hosting a Future of Work Expo in Fort Lauderdale, FL. The event, which will take place from February 12-14, 2020, will explore how AI and machine learning may be used to improve business communications, collaboration, sales and marketing and contact centers and customer service.

Edited by Maurice Nagle

Future of Work Contributor

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