April 17, 2024 by Cara Rosner, Senior Editor
TTEC has been honored as an innovative thought leader in the customer experience (CX) industry, earning a Gold Stevie® Award for the work of our AI Center of Excellence and our proprietary generative AI tool called Let Me Know.
TTEC won the Gold award for Best Use of Thought Leadership during the 18th annual Stevie Awards for Sales & Customer Service April 12 in Las Vegas. The Stevie Awards are among the world’s top honors for customer service, contact center, business development, and sales professionals.
Helping associates deliver better CX
Our generative AI-powered Let Me Know tool enables contact center associates to resolve issues they previously couldn’t by delivering answers to their desktops much faster than usual. A common problem plaguing contact center knowledgebases is they often include outdated and irrelevant material. This leads to associate frustration when search results are useless, and ultimately leads to a poorer customer experience. 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 proprietary 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 piloted 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
- 17% AHT improvement for lower-tier performers
- 12% AHT improvement for mid-tier performers
- 5% AHT improvement for high-level performers