2898: #Xperience24: Coca-Cola Bottlers' Sales & Services AI Innovation
In today's episode of Tech Talks Daily, we dive into an insightful conversation with Nicole Thomas, VP of Customer Care Center at Coca-Cola Bottlers' Sales and Services Company (CCBSSC). Nicole shares how CCBSSC has extended the capabilities of the platform by utilizing Genesys Dialog Engine Bot Flows to introduce an innovative account finder voicebot. This technology determines the customer's identity and intent before connecting them to an agent, ensuring inquiries are routed efficiently and eliminating multiple transfers. As a result, the customer care experience has become smoother and…
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