Customers expect to be able to talk to businesses through the same channels they talk to everyone else: voice, mail, chat, text message, social, and video. Odigo is built to cope with any channel, blending them seamlessly into a consistent contact experience.
AIs with natural language capabilities can identify a caller from voice biometrics, then understand the intention and context of a customer’s inquiry before routing them to the best-qualified agent.
Research shows people are happy to talk to AIs, as long as they know a person is in the loop. Odigo incorporates agent shadowing for AI interactions, and emotion detection capabilities mean the bots can recognise stress in a caller’s voice and preemptively hand over to a human.