Content Intelligence and Optimization

Break through barriers to automated self-service, scaled-up generative AI interactions and improved agent productivity with data-cleanup solutions that improve content quality and usability.

Can you confidently use generative AI with customers and agents?

If the answer to that question is “no,” you’re not alone. In fact, most data leaders are concerned that generative AI projects will move ahead without first addressing poor-quality data.

For customers, bad data can lead to negative brand experiences — such as generative AI responses filled with hallucinations, inaccuracies, or bias. For agents, it makes it harder to work quickly, accurately, and in compliance with brand, legal and regulatory standards.

Content Intelligence and Optimization offers a strategic approach to cleanup, governance, and usage of structured and unstructured data to solve these challenges, improving CX outcomes and creating friction-free AI-powered customer experiences.

Surface powerful insights as you analyze, manage and correct content

TTEC Digital leverages industry-leading content intelligence tools to connect to multiple sources of unstructured data and content, allowing for analysis in the native repository — no migration needed. You can then:

Identify, prioritize and update bad data or content in real time

Intervene to stop bad data from going out to customers and agents

Check new content before use in any channel

Continually monitor and improve

Monitor interactions with real-time dashboards

Robust dashboards help you understand the types of interactions customers and agents are having and assess the risk of surfacing bad data — providing you with valuable insights to act on. For example:

Example dashboards for Content Intelligence solution.

Optimize content at scale without losing focus on your priorities

For organizations looking to do more with less, we offer solutions and resources that can take on the optimization of large amounts of outdated or inaccurate content. In addition, our CX strategy experts can help interpret the insights gained through this process and turn them into actionable strategies for improved CX.

Clients choosing Content Intelligence and Optimization from TTEC Digital have seen outcomes like:

20–30%

Increase in generative AI accuracy

10%

Reduction in contact center operations costs

10–20%

Reduction in average handle time

25%

Increase in first call resolution

Build confidence in every AI interaction

Talk to your TTEC Digital representative or reach out to learn more.