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InfinitAI – A Socially-Responsible AI Company That Develops Conversational Interfaces, Primarily For Contact Centers

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Below is our recent interview with Paul Smith, CEO at InfinitAI:

Q: Could you provide our readers with a brief introduction to InfinitAI?

A: InfinitAI is a socially-responsible AI company that develops conversational interfaces, primarily for contact centers. We’re based out of Denver, Colorado. Our approach to the general space of AI has been one of conceptualizing and implementing automation in responsible ways. When developing a service or product, we always ask ourselves, “Who will benefit from this automation and how?” For us, it’s about more than profits: we have a responsibility in how we shape a developing technology that will (and does!) affect the lives of millions of people. We hope to be a force of accountability and thoughtfulness in the world of AI technologies.

Q: Can you give us insights into your solutions?

A: We believe in digital first. Bots and other intelligent assistants make up an essential part of digital-first contact center solutions, but they don’t represent the whole pie. Conversation is the new interface, and tools like bots enable that interface to encompass multiple systems and data types. In terms of contact centers, this means a few things:

• Contact center agents spend less time navigating multiple systems and databases to help customers. Instead, the bot immediately returns any information the agent requests. A recent survey published by CCW cited “disconnected technology” as the most significant hurdle facing agents, with 80% of survey respondents indicating they were required to use multiple systems when responding to customer needs. Our user-friendly conversational interfaces integrate easily with existing systems for easy data retrieval, querying, and more.
• Onboarding new agents becomes much simpler (for everyone involved), as they have a digital helper to guide them through unfamiliar territory.
• Perhaps most importantly, our solutions make agents’ jobs easier, addressing two of the biggest issues facing any contact center: burnout and high turnover. The InfinitAI platform represents an investment in the experiences of both your employees and customers.

Our Agent Assist product helps contact center agents quickly retrieve information from multiple sources/systems to decrease call length.

Our Digital Contact Center product utilizes both inward- and outward-facing models to create a system in which chatbots respond to questions, pass along information from live agents to customers, and transfer customers to live agents when necessary, but not without providing the agent with a chat transcript, so the customer does not have to repeat themselves.

We see bots as more than just add-ons to existing systems.

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Q: Which types of businesses can use InfinitAI’s solutions?

A: Our current focus is contact centers, though we do have three implementations in the works outside of that space with the pharmaceutical corporation, GSK, SafetyCall International, and CertNex.

Q: What are the benefits of using chatbots?

A: Thinking about this question, it’s important to recognize that AI is here and that it’s already a big part of customer service industries. Its role in our lives and businesses will only become larger in the coming years. The same CCW survey we mentioned earlier indicated that the vast majority of contact centers spend more on digital solutions every year. Enterprises shouldn’t be asking themselves whether or not it’s time to implement a chatbot. That time, like it or not, has passed, and integrating chatbots into customer service systems is a must for any company that wants to avoid looking outdated.

It’s about more than keeping up appearances though. Customers want, rather, demand, functional self-service options that are quick and easy-to-use. Digital customers, shockingly, prefer digital solutions, ones that present a clear path from problem to solution. We want to make something clear here: chatbots have potential far beyond answering FAQs. In developing our products, we really wanted to help our clients and their customers avoid the nightmare situation of someone spending time trying out a half-cocked digital solution only to be transferred, already mad and frustrated, to a live agent. AI can accomplish so much more, whether it’s an inward-facing (for agents) or outward-facing (for customers) system.

As we’ve said before, conversation is the new interface, and AI powers that interface.

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Q: What can we expect from InfinitAI in the future?

A: Our plan is to remain in the conversational AI space for the foreseeable future, further developing what we see as relevant conversational technology (e.g. AR, VR, IoT, blockchain), and continuing to build vertical applications in spaces where our services/products have use/value (i.e. Employee Benefits Administration, Clinical Trial Management, Application Processing for Insurance and Financial Services, Learning and Development).

When we described ourselves earlier as “socially responsible,” we didn’t mean it lightly. In the future, we’d like to not only donate to charitable organizations but also develop outreach programs, ones focused on youth/young-adult education. For example, we plan on creating a series of creative-writing-focused webinars. Two of our staff members, Dr. Kolby Harvey and Rachel Busnardo, taught both Creative Writing and Communications at the college level, and a member of our advisory board, Ruth Ellen Kocher, currently serves as Associate Dean of Arts and Sciences at the University of Colorado. Suffice to say, education and writing are near and dear to our hearts.

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