AI-Driven Contact Center Experience
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AI-Driven Contact Center Experience

Leverage generative AI to deliver scalable, efficient, and high-quality customer service experiences across channels, improving both operational performance and customer satisfaction
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Fragmented customer service models, high operational costs, and limited automation constrain retailers’ ability to deliver consistent, scalable, and high-quality experiences across growing volumes of customer interactions
WHY THIS “AI-DRIVEN CONTACT CENTER EXPERIENCE” CHALLENGE?
From fragmented service operations to intelligent, scalable customer engagement

Increasing interaction volumes and rising customer expectations require faster, more personalized, and efficient service models that traditional contact centers struggle to deliver

Key benefits
Delivering scalable, high-quality customer service with AI.

Efficiency, experience, and scalability

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More natural and context-aware interactions

Enable human-like conversations that improve customer understanding and satisfaction

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Automation of high-volume inquiries

Reduce workload by automating repetitive requests such as FAQs

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Real-time, multilingual customer support

Support diverse customer bases with voice and chat across multiple languages

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Improved routing and service efficiency

Direct interactions intelligently to optimize resolution and reduce handling time

How NTT DATA helps

01
Deploying generative AI for voice and chat interactions

Enable real-time, conversational experiences across customer touchpoints

Deploying generative AI for voice and chat interactions
02
Integrating AI with CRM and backend systems

Provide agents and systems with contextual, real-time information

Integrating AI with CRM and backend systems
03
Implementing intelligent classification and routing

Ensure efficient handling of customer requests

Implementing intelligent classification and routing
04
Designing hybrid AI-human service models

Balance automation with human support for complex interactions

Designing hybrid AI-human service models
05
Building scalable, multilingual architectures

Support growth and diversity in customer engagement

Building scalable, multilingual architectures
Transforming contact centers into scalable
Proven impact
Transforming contact centers into scalable, AI-powered engines of efficiency and customer experience
Results that matter
Measurable gains in efficiency, automation, and customer satisfaction:
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Reduced average handling time (AHT)

Faster resolution improves operational efficiency and service levels

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Increased first contact resolution (FCR)

Better routing and contextual understanding reduce repeat interactions

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Up to 50% automation of repetitive inquiries

Significant workload reduction enables focus on high-value interactions

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Improved customer satisfaction (CSAT)

Higher quality interactions enhance overall experience

Scale customer service performance with AI-driven automation and intelligent interaction

Improve efficiency and customer experience

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