Intelligent virtual agents for contact center automation

Electronic contact (eContact) is a new industry providing electronic communication mechanisms between people and business or organizations. An important subset of eContact is AT&T's service enterprice called VoiceTone. The subset comprises all the media, linkages, and controls between a person and the business delivery system that can satisfy that request. It uses advances in speech and language technology to enable customers to access and manipulate information by conversing naturally with an intelligent virtual agent. This not only helps contact centers reduce their operating costs and increase their service revenue but also improve customer experience over existing interactive voice response (IVR) systems.