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The Customer engagement: vendors need to position automated attendants as core to CSPs’ digital needs

The Customer engagement: vendors need to position automated attendants as core to CSPs’ digital needs

Automated attendant solutions provide CSPs with an opportunity to reduce costs by enabling customers to engage with the attendant and serve themselves. However, they currently do not feature on most CSPs; list of priority digital initiatives. This report discusses the key capabilities of these solutions, including artificial intelligence and natural language processing, and highlights use cases that these solutions promise to serve.


Executive Summary
Figure: CSPs' plans, key considerations and the market landscape for automated attendant solutions
Key Recommendations

Analysis
Challenge
Solution
Figure: Automated attendant solutions architecture and NLP analysis
Figure: The business cases and expected benefits from automated attendant solutions

Appendix
Figure: Al automated attendant examples from CSPs
Figure: Forecasted CSP spending on automated attendant solutions, worldwide 2016-2021

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