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:
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looking to do more with less, we offer solutions and resources that can take on the optimization of large amounts of outdated or inaccurate content.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.
Proven results
Clients using Content Intelligence and Optimization from TTEC Digital have seen outcomes like:
Increase in first call resolution
Reduction in contact center operations costs
Reduction in average handle time
Increase in generative AI accuracy
Why TTEC Digital
With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.
Build confidence in every AI interaction
Talk to your TTEC Digital representative or reach out to learn more.