Vonage Bets on Virtual Agents to Drive Customer Engagement

Vonage has teamed up with EBO.ai, a conversational AI platform to drive multi-channel customer service experiences for clients.

Vonage, a leading enterprise communication vendor has teamed up with EBO.ai, a Malta and UK-based virtual agent provider to turbocharge customer-centric experiences via AI technology.

Vonage will integrate its APIs for video, voice and messaging with EBO’s conversational AIOpens a new window platform. This opens up new avenues to deliver an enhanced customer serviceOpens a new window experience across several channels.

Vonage Communications Services Platform incorporates messaging, chat, social media, video and voice for mobile applications, websites and business systems. With EBO’s self-learning conversational AI-based virtual agentsOpens a new window , businesses can embed contextual, programmable communications via messaging, chat, social media, video and voice directly into mobile apps, websites and business systems.

This way, businesses can ensure they create a customer-centric space for service delivery and ensure it is delivered over a preferred channel used by the user.

Omar Javaid, President, Vonage API Platform Group said, “We believe that businesses today can radically improve customer experience by implementing an amazing array of modern, intelligent communications tools.”

Learn More: How to Win Contact Center Game by Scaling Virtual AgentsOpens a new window

Javaid added, “Together, Vonage and EBO.ai can offer companies advanced conversational AI tools that can be easily incorporated into their existing customer service journey, creating flexible, intelligent and personal experiences.”

Gege Gatt, CEO, EBO.ai said, “Our partnership with Vonage is an exciting step forward, as together we are providing powerful, transformative, intelligent tools at the forefront of communications solutions.”

The Cloud-AI space will grow at a CAGR of 20%Opens a new window till 2025. Communication forms a significant portion of cloud-enabled service, which when powered by AI opens up opportunities to deliver enriched CX with multiple new solutions such as virtual assistants, predictive routing, process automation, voice biometrics, interaction recording, speech analytics, real-time transcription, automated forecasting, meeting assistance, automated video framing and many more.

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