O F F T H E B O O K S
O F F T H E B O O K S
and make independent decisions when appropriate. Thus, AI becomes an active participant in the customer journey.
Our distinctive approach enables solutions that can operate independently as virtual agents or support humans as AI assistants. Organisations select their level of AI integration and gradually transition from human-supported to more autonomous processes at their own pace. This leads to faster deployments, reduced risks and improved collaboration between AI and humans.
How important is‘ zero-code’ implementation in accelerating AI adoption for businesses? What makes your AI platform especially attractive for IT-light or fastscaling organisations?
Zero-code implementation is crucial for accelerating AI adoption, particularly in the financial sector, where time-to-market, compliance and operational efficiency are essential. Our zero-code approach removes the need for technical expertise and lengthy integration processes, enabling businesses to deploy AI features quickly with minimal IT involvement.
For financial organisations where both agility and control are key, our platform facilitates rapid experimentation with guardrails, enhancing strategic capacity across the enterprise.
AI-driven insights are transforming frontline productivity. How do features like Dialogue AI Assist and Deepdesk Agent Assist contribute to a measurable uplift in both employee engagement and customer outcomes?
Dialogue AI Assist and Deepdesk Agent Assist are key components of our AI-first strategy, designed to enhance frontline productivity, improve employee engagement, and enhance the customer experience.
Dialogue AI Assist enhances interactions by suggesting relevant responses, guiding agents through complex conversations and ensuring consistency in communication. Deepdesk Agent Assist goes further by analysing ongoing interactions, offering insights and recommendations and simplifying knowledge retrieval.
These AI tools empower agents to focus on meaningful, high-value interactions instead of routine administrative tasks, leading to greater job satisfaction, improved performance and reduced burnout.
By integrating these AI solutions, AnywhereNow delivers quicker problemsolving, improved first-call outcome rates and more tailored support. Dialogue AI Assist optimises conversations by ensuring responses are well-informed, empathetic and aligned with customer needs. Meanwhile, Deepdesk Agent Assist streamlines issue resolution by proactively surfacing relevant insights and solutions, reducing average handling time and improving overall service efficiency. These enhancements create a more engaging customer journey, reinforcing trust and loyalty.
Looking ahead, what major transformative shift in customer experience do you believe AnywhereNow’ s AI solutions – particularly Agentic AI – will bring about over the next three to five years?
A significant shift in AI technology is the move toward more autonomous, agentic AI applications in contact centres. These AI agents go beyond scripted responses, as they understand context, adapt in real-time, and collaborate with human agents. This evolution enables AI to handle standard transactions, such as account updates or FAQs, with efficiency and consistency, so agents can focus on more complex or emotionally sensitive interactions. This transformation encourages hybrid service organisations where AI and human agents work together. AI agents act as intelligent co-pilots, providing real-time suggestions, summarising customer history and predicting next-best actions. Human agents bring empathy and creativity to situations that require a personal touch. The result is a balanced service model that leverages both AI and human capabilities to deliver better customer outcomes.
In this hybrid setup, customers are seamlessly routed to the right channel or agent type based on their needs. For example, a billing inquiry might be resolved instantly by an AI agent, while a complaint involving emotional distress would be escalated to a human agent with AI support. This dynamic orchestration improves customer satisfaction, operational efficiency and agent experience. As AI matures, we expect this model to become the standard for modern contact centres.
AI-driven capabilities are transforming frontline productivity. How do you start with deploying these solutions in your contact centre?
Starting an AI project for contact centres begins with identifying the right use cases. Focus on areas where AI Assistants can deliver maximum value, such as automating routine customer inquiries, supporting agents with real-time knowledge and summarising interactions.
These applications are particularly effective in scenarios that require decision-making, adaptability, and collaboration. Targeting these high-impact areas ensures the AI deployment addresses real operational needs from the outset.
Engaging relevant stakeholders early in the process is essential. Their insights will shape the deployment strategy and ensure alignment between technical requirements and day-to-day workflows.
Building a pilot project is an effective way to test the AI Assistant’ s effectiveness. Start small with a specific type of inquiry, such as billing, and refine your approach based on the results before scaling.
To accelerate implementation, leverage existing contact centre platforms and workflows. Integrate AI Assistants using out-of-the-box capabilities, where possible, and ensure that security and compliance standards are met from the outset.
Continuous monitoring and optimisation are key; use analytics and feedback to improve performance over time. Finally, invest in training and support to help the team confidently adopt the new tools. A well-supported rollout fosters trust and encourages long-term success. � www. intelligentfin. tech
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