Omni Channel & AI are Our Top Priorities: Ozonetel Communications

AI has made tremendous progress in natural language processing and speech recognition to reduce loads on agents by addressing queries from the customers, mentioned Chaitanya Chokkareddy, Co-Founder & Chief Innovation Officer, Ozonetel Communications.
In a brief conversation with Kalpana Singhal, he mentioned that AI-enabled bots will be the major disruptor and critical for contact centers as it takes away the repetitive tasks from the agents. Moreover, integration of newer channels like WhatsApp, Facebook, Google Messaging, and Zoom will be among the top focus areas.