Echo AI included in ‘Generative AI Is The Catalyst For Change In The Contact Center’ report for its Innovative AI Analysis Capabilities
2024年7月16日 - 8:00PM
ビジネスワイヤ(英語)
Echo AI, the leading Generative Conversation Intelligence
platform, has been included in Forrester’s recent report,
‘Generative AI Is The Catalyst For Change In The Contact Center.’
This report highlights the major trends that leaders must navigate
as they lay their strategy for an AI-augmented future. Echo AI’s AI
Analysis Summary, which uses generative AI (genAI) to autonomously
convert unstructured data into structured data, is included as an
example of one of the most straightforward applications of genAI
for contact centers, offering clear, attributable ROI.
“GenAI and large language models are redefining how we analyze
and interpret customer interactions,” said Alex Kvamme, CEO and
Co-Founder of Echo AI. “Echo AI enables businesses to decode
conversations, revealing hidden trends and actionable data
autonomously—and faster than ever before. Echo AI's recognition in
Forrester’s report highlights the transformative impact of these
new technologies and how the genAI era will change the way contact
centers operate at their core."
Echo AI’s platform combines genAI with conversation
intelligence, and is one of the first vendors of its kind to
analyze customer data through a unique LLM pipeline that routes
analysis to domain-specific models, resulting in some of the most
in-depth generative insights available in the market. The platform
doesn’t just stop at insights—by leveraging a robust ecosystem of
integrations, Echo AI enables businesses to quickly act on the
voice of the customer to reduce churn, optimize customer
experiences, improve conversions, boost performance, and curtail
emerging operational issues fast.
GenAI has evolved from being the latest in the AI hype to
becoming a strategic tool that goes beyond efficiency and enhances
every layer of the organization, from customer service to marketing
to operations and beyond. It has single-handedly accelerated the
urgency for contact centers to move away from long-standing
reliance on legacy systems and embrace the migration towards an
AI-augmented future.
Yet, there is a clear shift happening. GenAI has sparked an
impetus to overhaul long-neglected tech stacks, reimagine
strategies for navigating the tech evolution, and embrace an
AI-augmented era with diverse, innovative genAI use cases—like the
ones Echo AI offers—for richer, more actionable insights.
The report highlights three major trends:
GenAI Sparks An Overhaul In Long-Neglected Technology
Foundations
The adoption of genAI has revealed significant gaps in the
technological and operational foundations of contact centers. Older
systems have often hindered customer service delivery, but genAI
offers opportunities for essential updates. This includes
AI-enhanced agents, revamped workspaces, workflows, and improved
measurement practices.
Contact Centers Navigate The Shifting Sands Of Tech
Evolution
The contact center technology landscape is undergoing a
significant transformation, driven not only by the rise of genAI
but also by the wider impacts of technological convergence and
market evolution. With tech ecosystem boundaries becoming
increasingly fluid, hyperscalers asserting themselves, and
architectures growing more adaptable and open, we see an urgent
call to rethink how technologies and services are procured and
integrated.
Leaders Chart Their Course For An AI-Augmented Era
GenAI has revolutionized how customer interactions are analyzed
within contact centers. Vendors like Echo AI have designed
solutions that convert unstructured conversations into meaningful
structured data, surfacing autonomously generated insights to
identify business-improving opportunities. Post genAI strategies
require holistic data insights that can improve every layer of the
organization.
For more detailed findings and hands-on examples of how contact
center leaders can integrate genAI into their organizations for
deeper customer understanding, readers can download the full
Forrester report here.
ABOUT ECHO AI
Echo AI is a Generative Conversation Intelligence platform that
deeply analyzes customer conversations and transforms them into the
insights and actions that drive growth. By analyzing 100% of
customer interactions and feedback—from calls to tickets, surveys,
and reviews—Echo AI rapidly finds key perishable insights that
improve every layer of the organization while automatically scoring
agent and bot performance.
The platform’s engine relies on a unique LLM pipeline that
routes analysis to domain-specific models, resulting in some of the
most in-depth generative insights available in the market. Echo AI
is trusted by some of today’s fastest growing companies including
Wine Enthusiast, CLEAR, Ancestry, Centerfield, and more.
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version on businesswire.com: https://www.businesswire.com/news/home/20240716630123/en/
Gabriela Contreras Marketing Consultant gabriela@echoai.com