Artificial Intelligence
AI-Powered Solutions
ACT is transforming the contact center industry with innovative AI applications and AI in BPO, augmented by our Total Experience Formula™.
Developed to enhance employee and customer experiences, this framework eliminates friction for our agents, streamlines processes, and elevates customer service by optimizing the use of AI with the overall contact center experience.
Because we are 100% employee owned, our Employee Owners are deeply invested in your success, providing unmatched dedication, motivation and alignment to your organization’s goals and vision. From this employee centricity, ACT has implemented AI-empowered solutions that remove friction and drive superior business outcomes for our clients.
Leveraging a data-rich foundation, our AI tools allow us to quickly adapt to insights and trends, optimizing performance and efficiency. Our holistic approach ensures every interaction is handled with exceptional care, from automating routine tasks to providing real-time insights.
ACT CoPilot.
Provides real-time guidance, suggestions, and recommendations during customer interactions. CoPilot is used in the following features for sales, customer care and technical support environments.
Real-time Guidance
Analyzes ongoing customer interactions, such as phone calls, chats, or emails, in real-time. It monitors both the customer's inquiries and the agent's responses.
Real-time Sentiment Analysis
Continuously analyzes sentiment to detect if situations are escalating and may need intervention. ACT operations leadership can monitor this in real-time to promptly address agent training opportunities.
AI Recommendations
Based on the analysis of the conversation context, customer history, and other relevant data, the copilot system generates AI-driven recommendations for the agent. These recommendations may include suggested responses, next best actions, relevant knowledge articles, or upselling opportunities. Thanks to the Total Experience Formula™, CoPilot can aggregate all customer information from all data-silos to provide even better recommended next steps and actions.
Agent Support
The agent receives these recommendations through a user-friendly interface integrated into their workflow. They can review the suggestions and decide whether to accept, modify, or reject them based on their judgment and expertise.
Automated Routine Tasks
CoPilot automates routine tasks that are part of service delivery, such as data entry and digital paperwork, allowing the agent to focus more on providing a superior customer experience.
Continuous Learning
Over time, the CoPilot system continuously learns from agent interactions and feedback. It refines its recommendations based on performance metrics, customer feedback, and evolving business requirements to enhance its effectiveness over time.
AI Services.
ACT Chatbots and Virtual Agents
Handles routine customer inquiries and provides basic support services. These AI-driven systems can efficiently handle repetitive tasks, such as answering frequently asked questions, processing simple transactions, and guiding users through self-service options. These AI-driven systems align with the Total Experience Formula™ by automating processes and providing round-the-clock support, thereby improving cross channel experiences, and eliminating the challenges of customer channel hopping.
ACT Machine Learning for Quality Assurance
Applies machine learning algorithms to analyze customer interactions and evaluate agent performance in real-time. By identifying patterns and anomalies in customer conversations, machine learning models assess service quality, detect compliance issues, and provide targeted coaching to agents. These insights can be integrated into the Total Experience Formula™ to track key performance metrics, measure service effectiveness, and optimize operations for better outcomes across all dimensions of the customer experience.
ACT Data Analytics and Reporting
Generates actionable insights and customized reports. By aggregating and analyzing data from multiple sources, AI-driven analytics platforms track key performance metrics, measure service effectiveness, and make data-driven decisions to improve operational outcomes. These insights can be integrated into the Total Experience Formula™ to track key performance metrics, measure service effectiveness, and optimize operations for better outcomes across all dimensions of the customer experience.
ACT Speech Recognition
Transcribes and analyzes audio data from customer calls, voicemails, and interactive voice response (IVR) systems. By converting spoken language into text, it extracts actionable insights, monitors service quality, and enhances agent training programs.
ACT Accent Neutralization
AI Accent Localization offers real-time accent conversion and creates a better human-to-human connection and communication effectiveness for customers and call centers. It supports 17+ dialects and offers multiple male and female voice outputs.
ACT Conversational AI Solutions
AI-powered conversational solutions that enable businesses to automate customer interactions across multiple channels, including websites, mobile apps, messaging platforms and voice interfaces.
ACT Natural Language Processing (NLP)
Analyzes and understands unstructured data from various sources, including customer interactions, emails, and surveys. By extracting insights from text data, it provides valuable customer feedback, identifies sentiment trends, and personalizes customer interactions. And by using finite customer data sources, ACT’s NLP does not contaminate the data pool with false or misleading data found on the Internet.
ACT AI Interpreter
More cost efficient than human interpreters, AI Interpreter instantly joins the call, provides a constant experience and supports 20+ languages.
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Ready to talk?
ACT offers the AI-Powered solutions you need including Chatbots and virtual agents, machine learning and quality assurance, data analytics and reporting, accent neutralization, conversational AI, speech recognition, natural language processing and AI interpreter to support our agents in delivering a superior customer experience to your customers.
We welcome the opportunity to discuss how ACT can tailor our services to meet your specific needs.