Conduent Incorporated has rolled out additional AI-driven features in its Next Generation CX Platform to enhance client engagement, break communication barriers, and speed up employees’ learning. The solution partners up-to-the-minute translation with training simulations led by AI and voice improvement tech to deliver engaging and tailored interaction with clients worldwide. An AI-assisted translation mechanism that supports over 90 languages allowing customers and agents to communicate effortlessly is one of the major features. Conduent, in a press statement, said this technology will facilitate the growth of companies across boarders without a big multilingual staff. Besides, the company unveiled an AI-powered training simulation that enables the agents to role play different customer situations and get personalized coaching based on analyzing voice, chat, and screen interactions.
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The company asserts that the application can trim down the time it takes for agents to be onboarded and trained by as much as 40%, In particular during the times when there are seasonal demand spikes. But, AI-generated accent smoothing and noise cancelling features are aimed at making communication clearer thereby increasing customer engagement and fast tracking the resolution of issues. “The future of customer experience isn’t AI or people, it’s AI and people working together,” said George Wehbe, President, Commercial Solutions at Conduent. “Our Next Generation CX Platform has arrived. It helps clients reach more customers, onboard agents faster and deliver more consistent service across languages and geographies. By combining AI-powered automation with experienced agents, we’re helping organizations improve customer satisfaction while scaling more efficiently.”