Business Chief USA August 2019

“It’s a delicate balance
of understanding high
level trends but also
targeting the minutia
of customers’ business
issues and overall
expectations, and how
we solve for them”
—
Tim Gogal,
Senior Director of Client
Experience Innovation, Avaya
tioned Avaya’s open architecture really
is, they wanted to show how they
can enable its clients to book trips
via voice command. “The idea is in
creating that use case of booking a trip,
selecting your flight itinerary, your hotel
capability, and capturing all those
attributes through the in-home AI
platform. Then, if there’s a need for
a conversation, it can be escalated
to an agent or a customer service
representative in a contact center
who receives the appropriate data
along with the contextual history
of everything that took place within
that AI platform,” Gogal explains.
As Avaya continues to target each
customer’s individual needs,
the company looks forward to facing
new and distinctive challenges
on a case-by-case basis. “The focus
is understanding what the uniqueness
of each business process is and
layering on the Avaya solutions
as the communication fabric
for making operations as seamless
as possible,” says Gogal. “It’s a delicate
balance of understanding high level
trends but also targeting the minutia
of customers’ business issues
and overall expectations, and how
we solve for them.” Whilst streamlining
the operations of its customers
by removing human latency, striking
a parallel between technology
adoption and personalization will
continue to be a top priority to the firm.
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