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Artificial intelligence for contact centre innovation

Artificial intelligence (AI) helps your agents work more efficiently and delivers frictionless self-service for customers.

AI innovations enhance contact centre operations

Automatic qualification

Leverage the latest contact centre innovations to enhance your interactive voice responses (IVRs) with conversational AI that automates qualification, increasing efficiency and freeing agents to focus on high-value interactions.

Augmented agents

Use artificial intelligence innovations to boost your human contact centre agents’ performance with insights from real-time transcription, next best action recommendations and instant access to the information they need.

Augmented supervisors

Detect customer behaviour and vocabulary that indicate supervisor intervention would be beneficial. Give your supervisors the ability to monitor multiple conversations through speech-to-text (STT) transcriptions.

Advanced analytics

Achieve true 360-degree views of your customers, strengthen your forecasting abilities, and operationalise data to deliver better customer and business insights.

Easier compliance

Leverage AI and other innovations that automatically categorise interactions and ensure contact centre compliance with all legal and security frameworks.

Leverage AI to drive innovation in your contact centre

AI connectors

Easy integration with the latest AI technology from Google and IBM enables you to assemble the most effective set of tools for your contact centre.

Bringing innovation to your contact centre

Dominique Pfeffer
I am confident this partnership will benefit our customers with an improved experience as Odigo has been very reactive to integrate Google Cloud CCAI capabilities to its offer and is one of the first to demonstrate their AI capability, being a visionary in the CCaaS market.
Dominique Pfeffer
Cloud Technology Partners Lead at Google Cloud
Romain Sambarino
Business is about great conversations and AI makes every conversation count. Customer experiences in 2021 will be seamless; anytime, anywhere with direct voice interactions. Voice intelligence will be crucial to meeting the next generations’ demands. We believe Odigo will be the leader of this trend.
Romain Sambarino
CEO at Allo-Media

Discover the benefits of AI in our use cases

Provide 24/7 customer support while freeing up agents’ time with an omnichannel bot

With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalised customer experience?

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Maximise existing AI by integrating it with a CCaaS solution that consistently manages customer interactions

How can a healthcare provider deliver consistent, end-to-end customer experience across channels through a single platform?

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See Odigo contact centre AI innovations in action

  • Higher customer engagement
  • Augmented agents
  • Increased revenues
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Our proven experience in AI, both with our solutions and with our partners’ technology, places us at the forefront of developing exciting data-driven solutions that boost agent capabilities and improve customer experience. AI innovation should enhance human interactions in the contact centre, not replace them.
Corentin Messerschmidt Head of Innovation Lab at Odigo
Corentin Messerschmidt

Contact centre innovation insights

June 1, 20213 min Make your vocal branding a strategic customer relationship asset

2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognise them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.

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May 3, 20213 min How contact centres are finetuning work from home

It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviours, and a clearer picture of what has worked, and what hasn’t, is coming into view. So based on lessons learnt, how can contact centres optimise their work from home models?

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December 10, 2020 Reshaping user experience and improving agent satisfaction through gamification

Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training and empowering employees with tools is important but ensuring their happiness is key. In recent years, the gamification of user experience has become a much-vaunted method to raise contact centre agent morale. But does it actually work? Read on to find out.

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Read about AI innovations and more from our experts

Corentin Messerschmidt
Corentin Messerschmidt Head of Innovation Lab at Odigo