Bright Pattern Contact Center empowers contact center with a number of new exciting capabilities made possible using cognitive technologies leveraged to automate tasks and focus humans on interesting work. The technologies such as Voice Transcription, Natural Language Understanding, Meaning Extraction, and Bot Training are built-in and integrated from partners.
Automate with a Human Touch
Offer human assistance during automated conversations if visitors decide that the bot is unhelpful (which is also detected by the bot). Cover all exceptions and help keep customer satisfaction high. Human intervention also gives the bot the opportunity to learn from live conversations.
Easily Search Both Digital Messages and Calls
Full text, keywords and sentiment discriminator searches are enabled by IBM Watson’s audio voice-to-written-text converter.
Route Customer Interactions Based on Emotion and Sentiment
Recognize customer needs using natural language understanding by IBM Watson.
Proactively Address Changes in Customer Behavior
Detect patterns in communication content with IBM Watson’s cognitive search and content analysis engine.
Improve Interaction Quality
Employ workforce optimization driven by keyword extraction and deep content analysis by IBM Watson.