TTEC recognized for innovative use of generative AI to improve customer experience
DENVER, April 15, 2024 /PRNewswire/ — TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global innovator of CX (customer experience) technologies and services for AI-enhanced CX with solutions from TTEC Engage and TTEC Digital, received the Gold Award for Best Use of Leadership lit during the 18th annual Stevie Awards for Sales and Customer Service. The winners were announced at an awards ceremony on April 12 In Las Vegas, Nevada.
The Stevie Awards for Sales and Customer Service are one of the world’s highest honors for professionals in customer service, contact centers, business development and sales. Its thought leadership category recognizes the achievements of organizations that have taken active steps to develop themselves and their leaders as public thought leaders inside and outside the organization.
TTEC has been recognized as a thought leader for the development of its proprietary generative AI tool, Let Me Know, built using Google’s highly advanced Vertex AI technology. The intuitive AI-enhanced response system uses extensive language models (LLMs), data annotations and analytics to ensure a knowledge base is grounded and contains only current and relevant articles. Additionally, to drive continuous improvement, the Let Me Know tool provides back-end features to optimize content curation, rating, and template tuning through a built-in feedback system to help customers improve the experience employees and customers.
Let Me Know has been deployed in a technology help desk environment with impressive results, including:
- 86% of help desk associates used the tool on every call;
- 83% of users said it reduced stress during calls;
- 17% improvement in average processing time (AHT).
Along with Let Me Know, these additional TTEC AI achievements have contributed to TTEC’s recognition as an innovative thought leader in the CX industry:
- TTEC’s AI Center of Excellence brings together a cross-functional group of experts and thought leaders from across the company to develop best practices around AI;
- The TTEC website, ttec.aiserves as a comprehensive center for AI thought leadership;
- THE “More than what AI meets” newsletter has gathered more than 52,000 subscribers; And
- THE TTEC AI Readiness Assessment and Benchmark serves as a roadmap for brands to understand where they are in their AI journey and where they need to go.
“Harnessing the potential of AI in CX requires not only innovation, but also a commitment to harnessing the technology in a practical and responsible way that generates tangible results,” said Shelly Swanback, president of TTEC. “AI deployed with an understanding of the entire customer journey can help improve the customer experience, but AI alone does not build brand loyalty, humans do. We are committed to providing our clients with AI solutions and strategies that deliver both business outcomes and a sense of empathy. the experiences customers expect. »
More than 2,300 entries from organizations of all sizes and sectors across 51 countries were considered in this year’s competition. The winners were determined by the average scores of more than 200 professionals from around the world across seven specialized judging panels.
This is the sixth year TTEC has received the Stevie Awards for its expertise in customer service, sales, operations and leadership. The company also won a Gold Grand Stevie Award for Most Valuable Technical Innovation for its response to the COVID-19 pandemic.
About TTEC
TTEC (pronounced T-TEC) Holdings, Inc. (NASDAQ:TTEC) is a leading global innovator of CX (customer experience) technologies and services for AI-enhanced digital CX solutions. Serving iconic and disruptive brands, TTEC’s results-driven solutions span the entire enterprise, touch every channel of virtual interaction, and improve every step of the customer journey. Leveraging next-generation digital technology, the Company’s TTEC Digital business designs, builds and operates contact center technology, CRM, AI and analytics solutions. The Company’s TTEC Engage business provides AI-enhanced customer engagement, customer acquisition and growth, technical support, back office and fraud prevention services. Founded in 1982, the company’s singular obsession with CX excellence has earned it top customer and employee satisfaction scores across the globe. The company’s more than 60,000 employees operate across six continents and combine technology and humanity to deliver satisfied customers and differentiated business results. To learn more, visit us at https://www.ttec.com.
CONTACT:
Marjorie Chimes
(email protected)
SOURCE TTEC Holdings, Inc.
