AI moves from blueprint to award-winning business

city of the future

April 29, 2024 by Cara Rosner, Senior Editor

Generative AI’s hype is fading, replaced by real-world action and outcomes. Companies have tested the waters and are now implementing it to streamline work across the enterprise, primarily to augment employees for now.

Some of the best use of AI is when it’s infused with humans to deliver experiences better together. For example, earlier this month TTEC was honored with a Gold Stevie®️ Award for the work of its AI Center of Excellence and proprietary generative AI tool called Let Me Know).

 

Helping associates deliver better CX

Let Me Know helps contact center associates to resolve issues they previously couldn’t by delivering answers to their desktops much faster than usual.

With Let Me Know, TTEC harnessed the power of generative AI, data annotation, data analytics, and insights to ensure a knowledgebase contains only current, relevant articles. This ensures that when associates search for information, they receive relevant material they need to deliver quick and successful resolutions for customers.

Our tool provides a well-controlled, secure, and monitored data storage environment to ensure the greatest knowledgebase accuracy and integrity possible. And it lets associates depend less on keywords, enabling them to search for information in a more intuitive and conversational way.

When we deployed the tool among TTEC’s tech support associates, it drove quick results:

  • 83% of users said it reduced stress during calls
  • 86% of users used it for every call;
  • Lower AHT for all tiers of associates


It’s just one example of practical use of AI that’s resonating and having an impact.

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