AI & Cloud Communications

Artificial Intelligence has been the buzz word for quite some time. It was only a matter of time before it found its way into cloud telephony applications. Companies like Haptik are marrying Artificial Intelligence and cloud telephony to innovate like never before.

Here are some of the most popular applications of cloud telephony for the AI-driven companies:

1
Chatbots – AI backed bots eliminate human mediation, which is especially helpful where the agents are required to repeat the same information over and again. Chat-bots or AI bots can be used to automate everyday processes.
2
Call Center – Intelligent call routing is one of the most incredible ways in which cloud telephony can help your business. Backed by AI, leverage cloud telephony to ascertain the skill set, level of expertise etc. of the agent before connecting the caller to the right agent.
3
AI Assisted IVR – IVR systems can be used advantageously by pairing cloud and AI. The callers after being greeted can direct themselves to the appropriate department they want to be routed to. This reduces agent intervention to a mere last point of contact. Upon reaching the agent, they will have complete records of previous transactions, call history etc., which helps to deliver exceptional customer service every single time.
4
Automated Information Collection – AI coupled with cloud telephony can be used to collect information for surveys and feedback. This process which is completely automated, leaves no room for manual error.

Popular Use Cases

  • Automated SMS
  • Automated Calls

Customer Success Stories

40% of Haptik’s customer retention is a result of the extensive use of their Reminders feature, which is powered by Exotel

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Resources

Automated Calls vs SMS Reminders: Why calls win

Millennials might prefer SMS over calls, but statistics prove that when it comes to reminders, calls reigns supreme. A reminder SMS is bound to get lost in our inbox that is already swamped with text messages.
This white paper helps understand the unique ways in which automated calls can be used for reminders.

Boosting Customer Experience for Legacy Systems Through Automation

A leading online ticketing platform cuts 60% of its cost simply by automating the incoming support center on top of existing legacy systems. This layer of automation has helped them cut down on the workforce by 30 agents, and also provide quicker and better customer experience.

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