ECTL AI

New Age Digital Communications

Pioneering new communications modalities and functionalities to gain the benefits of automation, enhanced agent empowerment, and improved interaction quality through the power of advanced cognitive technologies, such as AI, bots, and Natural Language Understanding, coupled with the power of the human touch.

AI to Speed-Up Resolution

Artificial intelligence can decrease wait times, speed up customer service, and increase customer satisfaction. Utilize AI for automation and boost performance in your contact center for a better customer experience. Through AI, agents can use speech recognition and voice recognition to authenticate customers quickly, allowing customers to get the service that they need much faster.

AI to Reduce Friction

Utilize powerful AI to assist agents during customer interactions and reduce friction in the overall experience. Agent assistance can help provide suggestions to agents during chats and messenger conversations. Set-up AI to do basic triage and present that information to the agent to guide them on how to assist customers. AI sentiment detection can also help supervisors identify and coach agents.

Self-Service and Customer Assistance

Empower callers with virtual agents, virtual assistants, chatbots, and interactive voice response (IVRs). When callers want to speak with a live agent, the virtual assistant can route them to a human agent through any digital channel in real time for a blended approach.

Salient Feature:

Set-up AI to do basic triage and present that information to the agent to guide them on how to assist customers.