Chapter 7: Creating AI Bots

For me, using Lex artificial intelligence (AI) bots is a game changer for the call center world. Interactive voice response (IVR) gets the job done, but it just doesn't mimic the human experience enough to make you feel like you're not talking to a machine. With IVR, the system can only understand a few options that you configure, and the response has to be in the form of a button press. Lex can change all of that and give your call center a more human feel without burdening your staff.

The recent COVID pandemic has caused an unseen burden on clients using IVR systems. Everyone was, and may still be, wearing masks. These masks prevent a facial recognition system from unlocking your phone. Imagine how annoying it is for your callers to enter their unlock code when their screen locks by typing a number rather than speaking their answer. Using AI, you can eliminate not only the machine-like feeling but also the customer's wasted time.

This...