#verbioAI #VerbioSpeechSolutions #CallAutomation #contactcenterchurn

Carlos is the CEO and co-owner of Verbio, a leading conversational AI company. With a strong background as a computer engineer and a master’s degree in marketing, Carlos has dedicated his professional career to applying technology innovatively to enhance people’s lives.

Since 2007, Carlos has been an entrepreneur, leading various technological projects. Prior to founding Verbio, he held several managerial positions in companies within the industry, gaining extensive experience in management and the development of technology businesses.

In his role as CEO of Verbio, Carlos is committed to harnessing the potential of AI to transform how people interact with technology and improve efficiency across various industries.

CONFERENCE

Solving Contact Center Churn. Reducing agent and customer churn with accurate Voice AI call automation

The Context / Problem

Legacy IVR solutions fail to address bottlenecks in the system caused by complex queries that require agent-intervention, and also do little to humanize the customer experience. In fact, while reducing wait times, they can actually worsen a customer’s interaction experience. From the customer perspective, a hard-to navigate menu with robotic automated voices does little to enhance experience. From the agent perspective, they are confronted by a frustrated customer who has been given impersonal service, and now has to repeat information they’ve already provided. To address both this outside-in and inside-out pressures on the call and contact center, organizations are modernizing their legacy IVR solutions with AI-based voice automation that not only reduces Average Wait Time, but crucially smooths both the customer’s and the business’s interaction to deliver an accelerated time-to-resolution.

Verbio Solution

The Verbio Voice AI solution is specifically tailored to the call and contact center environment and has been built from the ground-up to accelerate time-to-resolution, reduce OPEX and increase both customer and agent retention for maximum ROI. Working with Verbio, many of the world’s biggest companies are transforming how they operate in their call and contact centers – achieving the highest rates of customer experience and satisfaction whilst enabling millions in cost savings, through clear improvements in retention rates.