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Artificial Intelligence & Machine Learning with Hammond: Delivering The Next Level of Omni-Channel

Mar 18, 2019 1:30:56 PM

We believe the next “channel” of a modern omni-channel solution is the addition of Artificial Intelligence (AI) and Machine Learning (ML) to supplement the overall user experience. 

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Usually when vendors in the Contact Center as a Service (CCaaS) space talk about omni-channel, they’re referring to the ability to move conversations from one platform or method of communication to another. Examples include moving from a phone call to text messaging or transitioning from an email chain to a video call, etc. While this is a valuable benefit for customer service teams, it’s become tablestakes for any cloud-based contact center platform. The functionality is inherent to all products in the space.


At Edify, we believe the next “channel” of a modern omni-channel solution is the addition of Artificial Intelligence (AI) and Machine Learning (ML) to supplement the overall experience. That’s why the Edify Huddle includes a virtual assistant, Hammond, that uses both AI and ML data models to enhance the role of a contact center user by maximizing efficiency without sacrificing quality, and most importantly, the human touch.


You can incorporate Hammond into any channel being used by a the contact center, whether the conversation starts with a text, phone call, or chat. And Hammond can execute custom workflows determined by you, based on your specific business and customer service needs.


Using AI, Hammond processes and contextualizes speech and text and decides how to best respond to the input. The machine learning module means the virtual assistant improves over time as it’s exposed to more speech and text, and is able to funnel a wider variety of inquiries into workflows. This frees up human users to address more complex problems, leading to a better self-service experience for customers and quicker response times for live agents. The best part is: that single workflow will work for any channel.  


Hammond also provides a transcript and analysis of conversations at the end of the call. This data can be incorporated into training and coaching programs, so managers and team leads can identify opportunities for improvement across the team or with individual agents. No more scanning pages and pages of spreadsheets filled with every customer conversation for the entire day.


In summary, artificial intelligence and machine learning is changing the way we think about the traditional definition of omni-channel, and can ultimately transform the way customer service and contact center teams do business.


Contact us to learn more about Edify Huddle and all of the ways it can improve communication for your organization.

Kendal Rodgers
Written by Kendal Rodgers

Kendal is the Content Manager at Edify and has been writing and curating content most of her professional career. She’s passionate about working with start-ups and sharing life experiences through storytelling.

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