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AITHORITY INTERVIEW WITH REBECCA JONES, GENERAL MANAGER AT MOSAICX

Machine LearningAIT MegaMindInterviews
By Sudipto Ghosh On Aug 5, 2023

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HOW DO CLOUD CONTACT CENTERS BENEFIT FROM USING AI-POWERED RECOMMENDATIONS FOR
CUSTOMER SERVICE?

A: AI-powered recommendations merge personalized service with cost-saving
automation. Traditional tools like IVR use lengthy menus to group customers by
similar intent. AI tools like intelligent virtual agents (IVA) analyze
individual customer data, allowing them to provide personalized assistance and
reign in the menus. They also identify opportunities for upselling,
cross-selling, and revenue generation. These recommendations benefit human
agents too. If IVAs handle more interactions, agents can focus on situations
that truly need a human touch. Spending less time on repetitive requests and
providing more value leads to higher job satisfaction and greater employee
retention. In short, AI-powered recommendations empower cloud contact centers to
deliver personalized service, improve revenue, and enhance employee experience.


Q: WHAT ARE THE MAJOR TRENDS IN AI AND MACHINE LEARNING DEVELOPMENT SPECIFICALLY
BENEFITING THE CUSTOMER SERVICE AND SUPPORT TEAMS?

A: For years, it seemed like AI development was largely standing still. Now, it
feels like years of development pass almost every week. While there are many AI
trends to follow, there are a few we believe will impact the immediate future of
customer service.

First, the growing demand for voice assistants drives businesses to adopt
voice-activated virtual agents, enabling customers to interact through speech,
not just online chat. Next, advancements in AI allow virtual agents to interpret
emotions, making them more empathetic and capable of providing appropriate
responses based on emotional context. Third, expanding global businesses will
create a need for virtual agents to understand multiple languages to provide
effective customer service across linguistic barriers. Fourth, combining virtual
agents with AR/VR technologies creates immersive and interactive “phygital”
experiences, such as virtual shopping. Finally, virtual agents will get better
at anticipating customer needs based on past interactions, proactively resolving
issues, and offering personalized suggestions.

By embracing these trends, businesses can leverage virtual agents to enhance
customer experiences, improve operational efficiency, and foster growth. 

Thank you, Rebecca! That was fun and we hope to see you back on AiThority.com
soon.

 * About Rebecca
 * About Mosaicx

ABOUT REBECCA

Rebecca Jones is a Senior Vice President and General Manager of Mosaicx from
Intrado. She joined Intrado in January 2021 from Appriss, a SaaS data,
analytics, and technology company, where she served as vice president of
operations, responsible for driving operational strategy and margin expansion
while managing global teams across data management, professional services,
technical support, and customer contact centers.

In her 25+ year career, she has held a broad range of executive operations roles
focused on growing businesses, people, and profit margins. Rebecca also serves
as a member of the board and technology chair for the National Association of
Women Business Owners (NAWBO).

ABOUT MOSAICX

Mosaicx is a cloud-based solution that uses conversational AI, machine learning,
and natural language processing technologies to automate interactions with
customers and employees. Its IVA technology delivers fast, easy, personalized
service through industry-leading voice recognition and digital messaging
capabilities, creating positive interactions that drive improved customer and
employee satisfaction.

Mosaicx makes conversational AI surprisingly simple.

AIAI-powered recommendationsConversational AIcustomer experience
managementIntelligent Virtual AgentsVoice.AI
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Sudipto Ghosh
 * 

Sudipto Ghosh is a tech buff with industry-recognized experience in creating B2B
web and technical content for digital agencies and publishers covering the space
in Automotive, Artificial Intelligence, Big Data, Shipping, Metallurgy,
Textiles, Pharma and Health, Media and Entertainment. Apart from digging into
MarTech, HR Tech, SalesTech AI labs and interviewing the C-suite executives,
Sudipto enjoys watching nature and paintings. The darkest gym in the city’s
outskirts is the next best place to track Sudipto on the weekends.

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