Conversational & Generative AI in the Financial Services Contact Center

Artificial Intelligence (AI) has spurred a wave of rapid advancement across the technological landscape, creating innovative and transformative impacts for organizations that can effectively leverage its capabilities.  This unique lever for growth, driven largely by Conversational and Generative AI has incentivized companies to assess their existing contact center infrastructure and processes to determine revenue-generating or cost-cutting use cases.

• Conversational AI harnesses Natural Language Processing (NLP), enabling machines to comprehend and respond to human language effectively. 

• Generative AI is a subset of artificial intelligence that focuses on the creation of new content by leveraging machine learning models.  

However, different use cases and specific applications of AI make sense for different organizations: there is rarely an opportunity for a one-size-fits-all approach. For organizations looking to integrate AI into their ecosystem, it is important to take note of key considerations to ensure proper integration, sustainability, usability, and maintenance prior to making large investments in AI within the financial services contact center.

In addition, experts at Amelia, one of the world’s largest privately held AI software companies and a global leader in Enterprise Conversational AI, offer insights into their platform and unique functionality. The Amelia powered customer journey offers capabilities such as: 

1. Seamless Customer Interactions: Using Natural Language Understanding (NLU) allows the platform to accurately comprehend their intent and context 

2. Intelligent Automation & Resolution: Cognitive capabilities enable Amelia to automate & resolve customer inquiries, from the simplest to the most complex 

3. Dynamic Call Routing & Escalation: Intelligently route the caller to the most appropriate queue and seamlessly escalate the call to the most suitable agent 

4. Side by Side Agent Collaboration: Amelia continuously monitors the conversation, offering real-time suggestions for the next best actions 

The accompanying whitepaper delves into Sia Partners’ expertise, offers insights into what organizations should address when considering implementation, and provides additional detail on Amelia as a platform. If you are looking for more information on what an initial use case or Conversational AI journey may look like, please reach out and we will share with you the power of Conversational AI and Generative AI.

Our network of consultants offers deep expertise in AI technology, integration, and usage. If your organization is interested in discovering AI, feel free to reach out to a couple of our experts.