VIDEO

AI in the contact center: How artificial intelligence is transforming digital customer service

IntelePeer leverages AI in their communication solutions

Mack Greene, SVP of Digital Transformation, explains how IntelePeer is building the next generation of automation first solutions using generative AI and advanced reasoning. In the second half of this video, Mack presents a demo showcasing how AI and hyper personalization creates a natural, effective conversation between AI and a customer.

Episode transcript

[Mack Greene]

Hello. I’m Mack Green, SVP of Digital Transformation here at IntelePeer. When it comes to AI, we’re at an amazing point in time. More users, adoption, awareness, and more implementation than ever before. While it may seem that AI is in the news everywhere, I want to make clear that this didn’t happen overnight. In fact, this has been in the works for decades. If we were able to go back in time, say the early 2000s, we started to see deep learning in neural networks. It has structures inspired by connections in the human brain to recognize relationships. It was able to put it all together to make intelligent decisions based on data.

Today at IntelePeer, we’re building the next generation of automation first solutions in which problems can be solved by having natural, effective conversations with artificial intelligence – and now generative AI is making these capabilities mainstream. We’ve entered the point in time when conversations with AI are becoming widely accepted as the next user interface and what we’ll see is that users won’t hesitate at all to turn to these solutions. It’s the perfect point in time for our solutions. They have been designed and customized for specific environments; they’re not one size fits all. At IntelePeer, we’ve solved a laundry list of challenges and complexities that arise when leveraging this technology. We are able to integrate your workflows and your business rules while including a host of safeguards. This is all made possible now because we’re able to take the foundational elements of generative AI and use them to run simple tasks, as well as advanced reasoning. As a result, you can feel confident in harnessing the incredible power of this technology without any of the downside. I’d like to take you through a demo so you can see it in action.

[AI agent]

Hello Tracy. Sure Safe Insurance is glad to hear from you again. How can we help you today?

[Tracy]

Hey, I need to change my oldest daughter to be the primary driver on the Volkswagen, take off the other car and change the deductible for that car to something lower.

[Mack Greene]

So what you just heard is something that we here in the industry refer to as contextual disambiguation. We’re able to take a sentence, a paragraph, or even a few phrases from the end user and understand what they’re looking to get accomplished and do so in a way that doesn’t take them through an arduous script or a number of questions. We are able to engage with the end user in a natural, elegant manner that meets the end user where they want to be.

[AI agent]

Ok, I can help with that. Let’s see… so we are going to put Angela as the primary driver on the 2020 Volkswagen Jetta? Correct?

[Tracy]

Yes, that is correct.

[AI agent]

And we are going to remove her as a driver on the 2019 BMW 330i, is that right?

[Tracy]

Yep, take her off that car.

[AI agent]

With the deductible change and driver change for the 2019 BMW 330i. There is a rate increase to go from your current $1,000 deductible to a $500 deductible of $17 per month. Do you want to move forward with that change?

[Tracy]

Ummm… yes go ahead and do that.

[AI agent]

Ok, let’s review all the changes we are making. We are adding….

[Tracy]

Oh dang it. The call dropped. I am going to have to start over. Ugh.

[AI agent]

Hello Tracy, it seems we got disconnected in our last conversation. Can we finish up making the changes we were talking about?

[Tracy]

Really, you remember what we were talking about?

[Mack Greene]

Wow. We just heard something that I think we’ve all experienced: We’re in the middle of an important phone call and the call drops. We’re able to leverage a concept that we call hyper personalization because we know exactly who we are talking to, we know what we were talking about, and we know at what point in the conversation we were to be able to restart the dialogue at that point and move the end user forward without having to make them go all the way back to the beginning. It’s a powerful, powerful tool.

[AI agent]

Yes, I need to confirm adding Angela as the primary driver on the 2020 Volkswagen Jetta, removing her as a driver on the 2019 BMW 330i and changing the deductible on the BMW to $500 with a monthly rate increase of $17 per month. Do I have all of that correct?

[Tracy]

You know what, with taking her off the BMW let’s just leave the deductible where it’s at and not change it.

[AI agent]

Not a problem. We will make the changes to the drivers and not change the deductible. These changes will take effect immediately and you will receive a confirmation email in the next few moments. Is there anything else we can help you with today?

[Tracy]

Wow. That was easy. I’m good. Thanks. Bye.

[AI agent]

Thank you for being a Sure Safe Insurance customer and have a great day. Goodbye.

[Mack Greene]

Automation is a pivot point for improving both revenue and cost. Using technology and understanding how to deploy it in your environment is key to achieving your goals. At IntelePeer, we can help you capture the extensive capabilities of this exciting technology and make it work for you today. Together let’s take the next step.

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