Avaya recently showcased its ‘Generative CX’ concept at GITEX Global in Dubai. This innovative concept utilises generative AI to revolutionise customer and employee experiences, from enhancing agent performance to improving customer satisfaction.
Integrating AI into the core of the Avaya Experience Platform offers precise, actionable insights and optimised workflows for CX leaders. The demonstration highlighted the potential of AI in transforming contact centres, shifting from a front-end tool to a central component of operations.
- Avaya has showcased its ‘Generative CX’ concept at GITEX Global in Dubai, demonstrating how generative AI can be integrated into customer experience transformation.
- The concept shows how AI can be extended to the heart of the contact centre, creating workflows, reports, and helping agents better serve customers.
- Avaya’s presence at GITEX Global highlights how organisations can empower their teams and customers with advanced AI tools to enance the customer experience.
The Future of CX: AI at the Helm
Today, we take a glimpse into the future of customer experience (CX) as showcased by Avaya at GITEX Global in Dubai. The company is leading the charge in using generative AI to transform the way businesses understand and interact with their customers.
Avaya’s ‘Generative CX’ concept, as it is called, demonstrates how AI can revolutionise everything from the agent experience to customer satisfaction to operational efficiency.
AI: Beyond the Front-End
The integration of AI in customer service has largely been at the front-end, typically answering routine enquiries from customers through intelligent virtual assistants. However, Avaya’s demonstration showed that this technology can also be extended to the very heart of the contact centre.
“Our customers are looking to bring AI, on a large scale, into their contact centres, and in a way that brings AI to the core of their CX transformation. Today, we’re demonstrating how AI can also be extended right to the heart of the contact centre, creating workflows, reports and helping agents better serve their customers,” said Nidal Abou-Ltaif, Senior Vice President – Global Head of Sales, Avaya, and President, Avaya International.
Generative AI: A Vision for the Future
As per a recent Insight report, two-thirds of executives plan to use generative AI to enhance customer service in the next three years. Avaya’s Generative CX concept provides a roadmap of how this can be achieved. The demonstration consisted of three use cases, each showcasing the potential of integrating AI into the CX journey.
Empowering Teams and Customers with AI
Avaya is set on showing how organisations, both public and private, can empower their teams with advanced AI tools to better serve customers. The demonstrations also revealed how customers can create their own preferred journeys across multiple touchpoints.
Avaya’s vision for the future of customer experience is both innovative and transformative. The potential of generative AI to revolutionise the way businesses interact with their customers is enormous. It can create workflows, generate detailed reports, and help agents provide better service. While the implementation of AI in customer service is not new, extending it beyond the front-end is a step towards a more comprehensive transformation. This vision, if realised, could redefine the customer experience as we know it.
Q: What is Avaya’s vision for customer and employee experiences?
A: Avaya’s vision is to transform customer and employee experiences by integrating generative AI capabilities into their Avaya Experience Platform. This concept, known as ‘Generative CX’, aims to use artificial intelligence to enhance various aspects of customer experience, including agent experience, customer satisfaction, and operations.
Q: How does Avaya’s Generative CX concept work?
A: Avaya’s Generative CX concept allows CX leaders to implement workflows and gain precise, actionable insights by simply typing their requirements into the solution’s interface. It demonstrates the ability to create customer journey maps, access specific insights, and receive recommendations for contact centre improvements, all powered by generative AI.
Q: What is the current status of AI in contact centres?
A: Until now, AI in contact centres has primarily been used at the front-end to answer routine customer questions through intelligent virtual assistants. However, Avaya’s Generative CX concept showcases how AI can be extended to the core of the contact centre, enabling the creation of workflows, reports, and assisting agents in better serving customers.
Q: How do CX executives plan to leverage generative AI?
A: According to a recent Insight report, two-thirds of executives plan to use generative AI to enhance customer service within the next three years. Avaya’s Generative CX concept provides a vision of how this can be achieved, empowering CX leaders to leverage advanced AI tools to improve customer service and enable customers to create their preferred journeys across multiple touchpoints.
Q: Who is Avaya partnering with at GITEX Global?
A: Avaya is partnering with Alcatel-Lucent Enterprise, Imperium Software Technologies, and Sestek at GITEX Global 2023. Their joint presence aims to showcase how organisations, both public and private, can empower their teams with advanced AI tools to better serve customers and enhance their overall experience.