Genpact (NYSE: G), a global leader in digitally-powered business process management and services, today launched its Neural Chat Assistant solution that reimagines contact center operations with an artificial intelligence (AI) virtual advisor that dramatically improves the customer experience, and helps companies disrupt their market to gain competitive advantage. Neural Chat Assistant is the first of several planned solutions built on Genpact’s Neural Intelligence PlatformSM which combines the best of human experience with machine intelligence.
Most contact centers do not realize their full potential to improve customer experience. While chat is one of the fastest growing communication channels around the world—and the predominant one for millennials—most companies have yet to deploy advanced chat-based contact center solutions that decrease problem resolution times from minutes to seconds, reduce escalations, predict and answer next questions to avoid follow up inquiries, and drive consistency and compliance in processes. Read more