Innovation is ushering in a new day in the contact center. The emergence of automation, artificial intelligence and analytics are propelling productivity, satisfying customers and empowering early adopters with real results.
Israel-based Voca.ai announced an influx of funding from American Express’ strategic investment group, American Express ventures. The round of funding also included Flint Capital.
"More and more businesses are implementing virtual assistants into their call centers, and while consumers have become more open to interacting with AI, they ultimately want to feel like they are talking to someone that understands their needs," said Einav Itamar, CEO of Voca.ai. "Amex Ventures' funding will help Voca.ai further advance our mission to transform the customer experience with our empathetic and customer-friendly virtual agent that's designed for the voice-first revolution."
Artificial intelligence is enabling virtual agents capable of conversing with customers. The Voca.ai technology promotes more human interaction, as Voca virtual agents are powered by Voca’s speech-to-intent tech which will calibrate tone, pitch, accent, voice, language, accent and more to provide what the company calls a more human-like experience.
"Voca's virtual agents allow businesses to leverage conversational voice AI at scale to make servicing interactions more natural, intuitive and personalized, resulting in a better experience for customers and human agents," said Dana Eli-Lorch, Managing Director of Amex Ventures. "We are excited about Voca.ai's human-like AI technology and look forward to supporting them in their growth."
It is no surprise to see Voca.ai gaining interest as it is taking a unique approach to the contact center and conversational AI to serve over two million calls monthly across industries.
What’s in your contact center? Are you ready for the Future of Work?
Edited by Maurice Nagle