TTEC recognized for innovative use of
generative AI to improve CX
DENVER, April 15,
2024 /PRNewswire/ -- TTEC Holdings, Inc.
(NASDAQ: TTEC), a leading global CX (customer experience)
technology and services innovator for AI-enhanced CX with
solutions from TTEC Engage and TTEC Digital, received the Gold
award for Best Use of Thought Leadership during the 18th
annual Stevie Awards for Sales & Customer Service. Winners
were announced during an awards ceremony on April 12 in Las Vegas,
Nevada.
The Stevie Awards for Sales & Customer Service are
one of the world's top honors for customer service, contact center,
business development, and sales professionals. Its
thought leadership category recognizes the achievements of
organizations that have taken active measures to develop themselves
and their executives as thought leaders to audiences inside and
outside the organization.
TTEC was recognized as a thought leader for the development of
its proprietary generative AI tool, Let Me Know, built utilizing
Google's highly advanced Vertex AI technology. The AI-enhanced
intuitive answer system utilizes large language models (LLM), data
annotation, and analytics to ensure a knowledgebase is grounded
containing only current, relevant articles. In addition, to drive
continuous improvement, the Let Me Know tool provides back-end
capabilities to optimize content curation, scoring, and model
tuning through an integrated feedback system to help clients
improve employee and customer experience.
Let Me Know was deployed in a technology help desk environment
with impressive results including:
- 86% of tech support associates used the tool for every
call;
- 83% of users said it reduced stress during calls;
- 17% improvement in average handle time (AHT).
Along with Let Me Know, these additional TTEC achievements in AI
contributed to TTEC's recognition as an innovative thought leader
in the CX industry:
- TTEC's AI Center of Excellence brings together a
cross-functional group of experts and thought leaders from
throughout the business to develop best practices around
AI;
- TTEC's site, ttec.ai, serves as a comprehensive AI thought
leadership hub;
- The "More Than Meets the AI" newsletter has amassed more than
52,000 subscribers; and
- The TTEC AI Readiness Assessment and Benchmark serves as a
roadmap for brands to understand where they are in their AI journey
and where they need to go.
"Harnessing AI's potential in CX requires not just innovation,
but a commitment to leveraging the technology in a practical and
responsible way that drives tangible results," said Shelly Swanback, president of TTEC. "AI deployed
with an understanding of the entire customer journey can help
enhance the customer experience, but AI alone doesn't build brand
loyalty — humans do. We are committed to providing our clients
AI solutions and strategies that deliver both operational results
and the empathetic experiences customers expect."
More than 2,300 nominations from organizations of all sizes and
industries in 51 nations were considered in this year's
competition. Winners were determined by the average scores of more
than 200 professionals worldwide in seven specialized judging
committees.
This is the sixth year that TTEC has received Stevie Awards for
customer service expertise, sales and operations, and leadership.
The company also won a Gold Grand Stevie Award for most valuable
technical innovation for its response to the COVID-19 pandemic.
About TTEC
TTEC (pronounced T-TEC) Holdings, Inc.
(NASDAQ:TTEC) is a leading global CX (customer experience)
technology and services innovator for AI-enhanced digital CX
solutions. Serving iconic and disruptive brands, TTEC's
outcome-based solutions span the entire enterprise, touch every
virtual interaction channel, and improve each step of the customer
journey. Leveraging next-gen digital technology, the company's TTEC
Digital business designs, builds, and operates contact center
technology, CRM, AI, and analytics solutions. The company's TTEC
Engage business delivers AI-enhanced customer engagement,
customer acquisition and growth, tech support, back office, and
fraud prevention services. Founded in 1982, the
company's singular obsession with CX excellence has earned it
leading client, customer, and employee satisfaction scores across
the globe. The company's over 60,000 employees operate on six
continents and bring technology and humanity together to deliver
happy customers and differentiated business results. To learn more
visit us at https://www.ttec.com.
CONTACT:
Marjorie Chimes
marji.chimes@ttec.com
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SOURCE TTEC Holdings, Inc.