When our customers or dealers call our contact centers, as part of their IVR journey, they are asked to utter what they are calling about. We record this utterance and use it to prepare the Agent’s desktop with knowledge articles that are likely to resolve the customers issues or concerns. This session will present the architecture and integration points necessary to deliver this functionality. It is intended to provide an overview of how to connect the various components and the major issues and concerns that need to be considered in implementing this feature.

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