“ It ’ s a delicate balance of understanding high level trends but also targeting the minutia of customers ’ business issues and overall expectations , and how we solve for them ”
— Tim Gogal , Senior Director of Client Experience Innovation , Avaya
tioned Avaya ’ s open architecture really is , they wanted to show how they can enable its clients to book trips via voice command . “ The idea is in creating that use case of booking a trip , selecting your flight itinerary , your hotel capability , and capturing all those attributes through the in-home AI platform . Then , if there ’ s a need for a conversation , it can be escalated to an agent or a customer service representative in a contact center who receives the appropriate data along with the contextual history of everything that took place within that AI platform ,” Gogal explains .
As Avaya continues to target each customer ’ s individual needs , the company looks forward to facing new and distinctive challenges on a case-by-case basis . “ The focus is understanding what the uniqueness of each business process is and layering on the Avaya solutions as the communication fabric for making operations as seamless as possible ,” says Gogal . “ It ’ s a delicate balance of understanding high level trends but also targeting the minutia of customers ’ business issues and overall expectations , and how we solve for them .” Whilst streamlining the operations of its customers by removing human latency , striking a parallel between technology adoption and personalisation will continue to be a top priority to the firm .
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