- Improves CX, reduces costs by resolving calls in the
communications cloud–without needing a live agent
- First integrations include conversational AI leaders Cognigy
and Google Cloud's Dialogflow, speeding enterprise IT development
time from months to hours
- Newest capability of Bandwidth Maestro, the open,
vendor-agnostic platform that enables enterprise IT teams to easily
integrate best-in-class, real-time voice apps across their unified
communications, cloud contact center, AI and machine learning
platforms
RALEIGH,
N.C., Sept. 6, 2023 /PRNewswire/ -- Bandwidth
Inc. (NASDAQ: BAND), a leading global enterprise cloud
communications company, today announced it is partnering with
Google and Cognigy to launch AIBridge, which enables enterprises to
easily deploy voice-based artificial intelligence (AI) tools in
front of their contact centers–resolving calls faster and more
efficiently in the communications cloud. AIBridge is the newest in
a series of pre-built integrations available with Bandwidth
MaestroTM, the company's award-winning, next-generation
enterprise cloud communications platform, which is now
available.
Bandwidth AIBridge enables enterprises to resolve customer
issues faster, which improves the overall customer experience (CX)
and agent satisfaction while reducing contact center operating
costs. With AIBridge, incoming calls to an enterprise contact
center can first be routed directly to an AI-driven virtual agent,
utilizing a pre-built integration with Bandwidth's Maestro
platform. If the caller has an issue that can be resolved through
conversational AI, such as replacing a lost credit card or
rebooking a flight, the call can be completed in the communications
cloud–without ever being connected to the contact center or a live
agent. As a result, enterprises can keep their customer service
lines open continuously with virtual agents and self-service using
AIBridge, even when live agents are not available.
Potential cost savings are significant. According to
GartnerⓇ, "conversational AI will reduce contact center
agent labor costs by $80 billion in
2026, increasing to $240 billion by
2031. In 2031, conversational AI chatbots and virtual assistants
will handle 30 percent of interactions that would have otherwise
been handled by a human agent, up from just two percent in
2022."(1)
The first integrations for AIBridge include Cognigy and Google
Cloud's Dialogflow, both recognized leaders in conversational AI,
with more to be added soon.
- Cognigy.AI is Cognigy's enterprise conversational AI platform
that brings best-of-breed conversational and generative AI
solutions to contact centers to automate customer journeys, elevate
customer and agent engagement and increase first-call
resolution.
- Dialogflow, which is part of the Contact Center AI solution
within Google Cloud, allows enterprise customers to create advanced
virtual agents in minutes that seamlessly switch between topics,
handle supplemental questions and operate across multiple channels
24/7 to minimize live agent interventions.
Because these integrations are already pre-built on the
Bandwidth Maestro platform, they can speed enterprise IT
development time from months to hours. In addition, enterprises can
easily orchestrate complex call flows using Bandwidth Visual
Builder, a software-based, low code/no code drag-and-drop call flow
designer.
"Bandwidth Maestro is truly an innovative enterprise-class voice
platform that, when paired with Cognigy.AI, will make
conversational and generative AI more accessible and manageable
enabling accelerated customer service transformation," said
Hardy Myers, SVP of Business
Development & Strategy at Cognigy.
"AI is transforming the customer service experience, and we're
excited to partner with Bandwidth to bring its customers rich,
intuitive customer conversations with the help of Google Cloud's
conversational AI technology," said Yariv
Adan, Sr. AI Director, Product Management, Google Cloud
AI.
"Bandwidth AIBridge enables enterprises to make the transition
from traditional IVR technologies to full-service conversational AI
bot platforms, and move them in front of the contact center to
operate 24/7/365," said John Bell,
Bandwidth's Chief Product Officer. "It gets even better: using
Bandwidth Visual Builder, there's no software coding necessary to
compose and connect complex call flows for any contact center use
case."
First announced in March, Bandwidth Maestro is a
first-of-its-kind, next-generation enterprise cloud communications
platform that enables IT teams to solve the key challenge of
integrating best-in-class, real-time voice apps across their
unified communications, cloud contact center, artificial
intelligence (AI) and machine learning platforms. Unlike other
vendors' walled gardens, Maestro's open, platform-agnostic approach
is unique in the Communications Platform as a Service (CPaaS)
space. It provides the crucial technology bridge enterprises need
to create a modern customer experience (CX) stack without months of
costly integration work––resulting in faster time to value and
enhanced customer and employee experiences and loyalty. Maestro
runs on the Bandwidth Communications Cloud, which reaches more than
65 countries and over 90 percent of global GDP.
Learn more about Bandwidth AIBridge and connect to talk with an
expert here.
(1) Gartner, "Market Trend: Conversational AI for Agent
Automation Delivers an Efficient Customer Contact Center
Experience," Daniel O'Connell,
Megan Fernandez, 14 June 2022.
GARTNER is a registered trademark and service mark of Gartner,
Inc. and/or its affiliates in the U.S. and internationally and is
used herein with permission. All rights reserved.
About Bandwidth Inc.
Bandwidth (NASDAQ: BAND) is a
global cloud communications software company that helps enterprises
deliver exceptional experiences through voice calling, text
messaging and emergency services. Our solutions and our
Communications Cloud, covering 65+ countries and over 90 percent of
global GDP, are trusted by all the leaders in unified
communications and cloud contact centers–including Amazon Web
Services (AWS), Cisco, Google, Microsoft, RingCentral, Zoom,
Genesys and Five9–as well as Global 2000 enterprises and SaaS
builders like Docusign, Uber and Yosi Health. As a founder of the
cloud communications revolution, we are the first and only global
Communications Platform-as-a-Service (CPaaS) to offer a unique
combination of composable APIs, owner-operated network and broad
regulatory experience. Our award-winning support teams help
businesses around the world solve complex communications challenges
to reach anyone, anywhere. For more information, visit
bandwidth.com.
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