Interactions, a pioneering force in Conversational AI for customer
service, today launched its AI-powered agent assist solution, Task
Orchestration, to transform the customer experience.
Interactions combines the best of AI innovation and real-time
human intelligence to deliver CX solutions to the world’s most
recognizable brands. In 2023, its AI-powered Intelligent Virtual
Assistants (IVAs) delivered more than $300 million in savings to
top clients by automating time-consuming and repetitive
transactions.
Task Orchestration extends the Interactions IVA framework by
bringing AI-powered automation to any task that traditionally
involved human agents. For customers, the automation creates a
faster and more effortless self-service experience, in turn
increasing customer satisfaction and brand loyalty. For businesses
using the product, Task Orchestration significantly increases
operational efficiency by lowering agent costs, increasing labor
capacity, reducing error rates and freeing up human agents to focus
on more critical aspects of their customers’ needs.
How It WorksWhen customers engage with self-service
customer support through any channel, the Interactions IVA system
quickly authenticates their identity and routes their requests.
Typically, the IVA hands off more complex requests to a human agent
to process. But with Task Orchestration, any request can be
completed in the IVA as it sends subtasks or worklets to chat
agents when human input is needed. This removes the need for
transferring calls or chats to agents, thereby eliminating long
hold times as well as the frequent need for customers to repeat
themselves.
It also reduces the challenge of introducing AI-powered
automation into complex contact center environments by eliminating
the need for creating new APIs to communicate between systems and
by interfacing with existing robotic process automation (RPA)
solutions. Additionally, it is designed for businesses to
incorporate real-time human intelligence when needed, thereby
ensuring businesses can adopt transparent, responsible AI
protocols.
Phil Gray, Interactions Chief Product Officer: “Task
Orchestration is a great example of how AI is transforming the
customer and agent experience in contact centers. It enables an AI
powered Intelligent Assistant to communicate with customers across
any channel and any language, while replacing call center agents
with more efficient chat agents. Most importantly, it saves
customers time and effort.”
What is Task Orchestration?
Task Orchestration extends Interactions blend of AI-centric
solutions with human understanding for customer support. This agent
assist offering recognizes virtual assistants cannot fully automate
every customer interaction, either due to complexity, lack of
integrations, or an overall degradation of customer experience.
Task Orchestration serves as a bridge empowering most customer
transactions to be assisted by chat agents on-demand, while
simultaneously minimizing their involvement and overall task time.
It enables contact centers to increase agent productivity with more
efficient Generative AI- (GenAI-) assisted chat agents and paves
the path for a day when there is a complete GenAI-powered
autonomous experience. It pays for itself by significantly reducing
a contact center’s agent minutes and enabling agents to serve more
customers per work hour.
Task Orchestration Benefits for Customers and
Businesses
Lower Customer EffortTask Orchestration reduces customer
effort by speeding up task completion. It has led to a 30 percent
decrease in customer call time for certain clients and eliminates
the need for customers to wait on hold for the next available
agent.
Reduce Agent Handle Time by 50-70 PercentBy enabling the
IVA to handle customer interactions, agents are brought into the
conversation only when their skills are required, decreasing Agent
Handle Time (AHT) by 50-70 percent.
Supports Digital TransformationTask Orchestration enables
a single pool of chat agents to support customers across all
channels, effectively turning voice into a digital channel. In
addition, GenAI adds automation and additional agent
efficiency.
Eliminate Escalations to Live AgentsThe IVA retains
control throughout the interaction, collaborates with agents
discreetly, and enables customers to interact with your brand
according to their preferences.
Elevate Agent ProductivityAgents efficiently carry out
their tasks via their desktop without the need for direct customer
interaction, which enhances productivity and minimizes the risk of
burnout.
Universally Applicable to Your Entire Agent WorkforceAny
agent, regardless if they’re still in training, voice/digital
queue, or the language they speak, can assist customers with clear
guardrails in place.
GoDaddy and Interactions
One Interactions customer, GoDaddy, recently trialed Task
Orchestration for a subset of their customer interactions that
historically resulted in higher Average Handle Time given their
complexity.
During this test, Task Orchestration automated most of the
journey for these transactions by only calling on a chat agent to
complete small steps within the process, while the Interactions IVA
managed the self-service customer interaction. This optimization
reduced agent time for these transactions by 6 minutes. When
real-time human intelligence is required, more cost-efficient
channels, like chat are utilized instead of phone, creating
opportunities for even greater savings.
Ryan Smith, GoDaddy Senior Director, Customer Care Strategy
& Operations: “We were searching for an opportunity to
automate things from the customer’s perspective and gain insights
and cost savings from the company’s perspective. On the
transactions where we trialed Task Orchestration, we're finding
happier customers, more efficient agent time, and we’re getting
really, really rich valid feedback from our agents.”
GoDaddy Customer Care Agent: “I don’t feel I’m stressed
working on a refund with this process. It’s way easier.”
About Interactions
Interactions provides Intelligent Virtual Assistants that
seamlessly combine conversational AI and human understanding to
enable businesses to engage with their customers in highly
productive and satisfying conversations. With flexible products and
solutions designed to meet the growing demand for unified,
omnichannel customer care, Interactions is delivering unprecedented
improvements in the customer experience and significant cost
savings for some of the largest brands in the world. Visit
www.interactions.com.
Interactions
866-637-9049
pr@interactions.com