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HEXA AI Robo: Enhance Customer Experience in Contact Center

The article explores how Hexa AI Robo revolutionizes the customer experience, driving global business growth through efficient digital platforms and effective communication.

Hexa offers an innovative cloud-based contact center solution powered by artificial intelligence to help companies deliver exceptional customer Experience. Hexa’s AI robo automatically handles 70% of inbound calls, allowing users to build interactive voice response flows in just 4 minutes. It uses advanced speech recognition and natural language processing(NPL), allowing unlimited menu levels and real-time speech-to-text conversion for live call transcriptions.

Understanding the Hexa AI ROBO

Hexa’s AI Robo is a conversational agent that automates customers’ voice calls in contact center. It uses deep learning speech recognition and natural language understanding to understand caller intent, respond contextually, and build call flows. It integrates with backend systems for customer data access, offers real-time voice transcription, and provides analytics for optimizing the contact center.

Features of Hexa AI Robo

Here are the key features of Hexa's AI Robo:

  • Automated Voice Responses – The robo handles high volume, repetitive calls with contextual voice responses based on customer queries without human involvement.
  • Human-Like Voice Responses: The human-like interaction provided by natural voices by Hexa’s voice response. Advanced speech recognition and NLU enables natural conversations without touch-tone inputs or menu options, enhancing customer satisfaction and engagement during automated calls.
  • Intuitive Bot Building – A visually intuitive drag-and-drop interface allows anyone to easily build, customize, and manage automated call flows.
  • Integration Capabilities – Seamlessly integrates with CRM, CIS and other backend systems to access customer data in real-time.
  • 24/7 Customer Support: AI Robo allows companies to provide customer service around the clock, which enhances accessibility and general customer satisfaction. Less human operators means lower costs, which is another benefit of this.
  • Real-Time Transcription: Live call transcription converts speech to text in real time, accelerating documentation while enhancing agent productivity.
  • Analytics & Insights – In-depth reporting analyzes call drivers and trends, helping optimize contact center operations.
  • Omnichannel Engagement: Consistent customer experience across voice, email, social media, webchat and SMS channels from one platform. Smooth transition of complex conversations from automated robocalls to live agents across channels.
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Benefits of Hexa AI Robo in Contact Center

 Benefits that Contact Center AI Robo offer to businesses. Let's outline six key advantages:

  • Increased Productivity: The AI Robo handles high volumes of repetitive, simple calls. This allows agents to focus on complex issues and priority customers. Higher call resolution and enhanced productivity.
  • Reduced Costs: By containing calls without live agents, the robo significantly reduces staffing costs through automation. Great ROI in 6-12 months in most cases.
  • Enhanced Customer Experience(CX): Natural, human-like conversations drive higher customer satisfaction. Contextual responses based on caller history/needs provide personalized service.
  • Better Compliance: Real-time call transcription ensures that all interactions are captured. Secure records help prove compliance and enhance quality monitoring.
  • Easy Scalability: Cloud-based AI Robo adjusts flexibly to call volumes. Seamlessly handles spikes in traffic during peak seasons without additional infrastructure.
  • Operational Agility: Quick and simple bot building empowers non-tech users to modify call flows frequently. Enables responding faster to changing customer needs.

Challenges and Considerations when implementing contact centre Hexa AI Robo

SIX key challenges and considerations when implementing Hexa's AI Robo in contact center:

  • Integration Complexity: Integrating the AI Robo with existing systems like CRMs, agent desktop software, and telephony infrastructure requires upfront technical effort. Proper APIs and connections need to be set up.
  • Agent Resistance: Agents may perceive automation as threatening jobs or monitoring. Clear change management and emphasizing augmented capabilities rather than pure replacement are vital.
  • Information Security: As the robo handles sensitive customer data, sufficient data encryption, access controls and cybersecurity safeguards must be implemented to prevent breaches.
  • Dialogue Management: Managing dialogue flows for complex call-handling scenarios can get intricate. Keeping dialogue branches, entities and call routing logic clean and transparent is essential.
  • Speech Recognition Training: The speech recognition and natural language capabilities require high-quality, context-rich data for model training to perform accurately for customer vocabulary and dialect.
  • Analytics Adoption: Leveraging the AI Robo’s analytics to the fullest requires staff training in metrics beyond basic call volumes, including containment rates, transfers, and intent analysis

With Hexa’s AI robo, you can offload routine calls to automated self-service while enabling agents to focus on higher-value interactions. HEXA drives more meaningful customer connections, higher first-call resolution, enhanced CSAT scores and lower costs.

By implementing AI Robo, businesses can enhance customer experience, create stronger customer relationships, and seize new growth opportunities. Businesses can use HEXA AI Robo to stay ahead of the competition in today’s market and provide outstanding customer experience  at every touchpoint by adopting the proper strategy and a customer-centric mindset.

In conclusion, while the AI Robo promises great benefits, managing change, security, complexity, and user adoption poses challenges that need mitigation through governance and capacity building. The solutions lie in upskilling staff on the technology while ensuring job continuity.

Last Words, the AI Robo drives self-service automation while enhancing agent efficiency and customer experience.

Ready to take your contact center to the next level? Experience the power of Hexa’s AI today!

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