tekVizion works with Amazon Web Services (AWS) to enable businesses to easily add conversational artificial intelligence (AI), such as bots and interactive voice response (IVR) systems, to their existing contact center platforms.
tekVizion works with Amazon Web Services (AWS) to enable businesses to easily add conversational artificial intelligence (AI), such as bots and interactive voice response (IVR) systems, to their existing contact center platforms. With this solution, IT administrators can quickly improve the caller experience and reduce agent handle times without the cost and disruption of upgrading their entire contact center.
The tekVizion 360 solution leverages two core AWS services: Amazon Lex and the Amazon Chime SDK. Amazon Lex is an AWS service with advanced natural language models for designing, building, testing, and deploying conversational interfaces in applications. The Amazon Chime SDK makes it easy for creators to add real-time voice, video, and messaging to their apps. The Amazon Chime SDK is pre-integrated with Amazon Lex and common enterprise voice infrastructure, so you can easily add conversational experiences to contact centers that support Session Initiation Protocol (SIP) for voice communication.
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“Working with the AWS team, tekVizion created a solution to reduce the load on call center agents and administrators using conversational AI. Amazon Lex will help customers with minor requests and improve the overall user experience,” said Chakra Devalla, CEO of tekVizion.
Combining tekVizion’s call center expertise with AWS’s automation and AI capabilities enables contact centers to focus on critical issues, improve the customer experience end user, speed up resolution time and lighten the burden on internal teams. Additionally, tekVizion continuously tests the contact center platform and Amazon Lex integration with powerful testing tools combined with its industry-leading interoperability lab for contact centers and testing experts.
“Customers today want instant, personalized, and efficient solutions to their problems,” said Sid Rao, General Manager of Amazon Chime SDK at Amazon Web Services, Inc. “What makes tekVizion’s solution innovative is is their ability to use the Amazon Chime SDK to capture intelligent results from Amazon Lex and integrate those results with third-party on-premises and cloud-based contact center platforms and agent desks. By leveraging the text-to-speech and natural language understanding capabilities of Amazon Lex, tekVizion customers can deploy conversational interactive voice response systems that improve call containment, customer engagement, and customer satisfaction scores.
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