Nuuday, Denmark\u2019s largest provider of broadband, communication and entertainment services, has launched \u201cJosefine,\u201d an AI-powered voicebot capable of delivering dynamic, immediate and personalised experiences for customers interacting through its Avaya OneCloud communications and collaboration platform.<\/p>\n\n\n\n
The assistant, composed with Avaya OneCloud CCaaS and Google Cloud Contact Centre AI, represents a leap towards what Nuuday calls the \u2018Cognitive Customer Universe\u2019, an AI-driven ecosystem that can optimise customer service and experience based on customers\u2019 ongoing interactions with Nuuday.<\/p>\n\n\n\n
Josefine is improving the Nuuday customer experience by effortlessly automating the resolution of simple customer queries and binary questions quickly, while freeing up resources for more demanding customer enquiries.<\/p>\n\n\n\n
In the future, Nuuday intends to make the voicebot available 24 by 7 across a range of customer touchpoints, and also use insights derived from its interactions to provide customer service agents with in-the-moment access to relevant knowledge on customers.<\/p>\n\n\n\n
\u201cIn a highly competitive market, our investments in customer experience aim at solving the tradeoff between achieving high customer satisfaction levels, increasing efficiencies in our operation and maintaining the motivation and engagement of our customer service agents,\u201d said Jesper Frederik Gottlieb, Vice President,\u202fNuuday. \u201cAs we rethink the customer and agent journeys and align them with innovation from Avaya and its ecosystem of partners, we are composing personaliSed experiences that solve for this tradeoff.\u201d<\/p>\n\n\n\n
As it moves towards its Cognitive Customer Universe, Nuuday will continue to compose AI-powered solutions leveraging the Avaya OneCloud platform, and is planning an attribute-based routing solution that \u201cis expected to reduce the number of calls to human agents significantly in the coming years,\u201d according to Gottlieb.<\/p>\n\n\n\n
Nidal Abou-Ltaif, President, Avaya International, said: \u201cStaying true to its brand promise, Nuuday is taking the lead in developing services that make life its customers\u2019 lives easier, and the company is redefining what is possible with technology as it seeks to take customer and employee experiences to new heights. It is our privilege to support Nuuday as it continues on this impressive journey.\u201d<\/p>\n\n\n\n
The solution composed by Nuuday was on display on Avaya\u2019s stand at GITEX Global 2021.<\/p>\n","protected":false},"excerpt":{"rendered":"
Nuuday, Denmark\u2019s largest provider of broadband, communication and entertainment services, has launched \u201cJosefine,\u201d an AI-powered voicebot capable of delivering dynamic, immediate and personalised experiences for customers interacting through its Avaya OneCloud communications and collaboration platform. The assistant, composed with Avaya OneCloud CCaaS and Google Cloud Contact Centre AI, represents a leap towards what Nuuday calls […]<\/p>\n","protected":false},"author":18,"featured_media":45788,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4724,3032,36,332,389,13,185],"tags":[3211,279,14176,14175],"class_list":["post-65981","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-countries","category-industry-verticals","category-intelligent-technology","category-software","category-telecom","category-top-stories","category-uae","tag-ai","tag-avaya","tag-avaya-onecloud-experience-platform","tag-nuuday"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts\/65981","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/comments?post=65981"}],"version-history":[{"count":1,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts\/65981\/revisions"}],"predecessor-version":[{"id":65982,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts\/65981\/revisions\/65982"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/media\/45788"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/media?parent=65981"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/categories?post=65981"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/tags?post=65981"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}