TTEC Receives Gold Award for Innovative Use of Generative AI to Enhance CX
In today’s fast-paced digital world, customer experience (CX) is more important than ever. Companies are constantly looking for innovative ways to improve their CX and stand out from the competition. One company that has been recognized for its groundbreaking use of generative AI to enhance CX is TTEC Holdings, Inc.
TTEC recently received the Gold award for Best Use of Thought Leadership at the prestigious Stevie Awards for Sales & Customer Service. This award recognizes organizations that have taken active measures to develop themselves and their executives as thought leaders in the industry. TTEC was specifically recognized for its development of Let Me Know, a proprietary generative AI tool built using Google’s advanced Vertex AI technology.
Let Me Know is an AI-enhanced intuitive answer system that has been deployed in a technology help desk environment with impressive results. 86% of tech support associates use the tool for every call, 83% of users say it reduces stress during calls, and there has been a 17% improvement in average handle time. These results showcase the power of AI in improving customer experience and operational efficiency.
In addition to Let Me Know, TTEC has made significant strides in AI innovation. The company’s AI Center of Excellence brings together experts and thought leaders to develop best practices around AI. Their website, ttec.ai, serves as a comprehensive AI thought leadership hub, and their newsletter, “More Than Meets the AI,” has amassed over 52,000 subscribers.
Shelly Swanback, president of TTEC, emphasized the importance of leveraging AI in a practical and responsible way to drive tangible results. She highlighted that while AI can enhance the customer experience, it is ultimately humans who build brand loyalty. TTEC is committed to providing AI solutions that deliver both operational results and empathetic experiences that customers expect.
This recognition from the Stevie Awards is not the first for TTEC. The company has received multiple awards for its customer service expertise, sales and operations, and leadership. TTEC’s dedication to CX excellence has earned it leading client, customer, and employee satisfaction scores across the globe.
As companies continue to prioritize CX in their business strategies, TTEC’s innovative use of generative AI serves as a shining example of how technology can be leveraged to create exceptional customer experiences. With a focus on practicality, responsibility, and empathy, TTEC is leading the way in redefining the future of CX.
