/ RevComm in Conversa 3.0: Hybrid Intelligence can Enhance Business Productivity
Jakarta, August 29, 2023 – RevComm, the only Asian company selected for the Forbes AI 50 2023 list, participated in Conversa 3.0, an annual conference hosted by Qiscus (23/8). During this event, RevComm, alongside Telkom Indonesia and Kata.ai, shared insights and experiences concerning hybrid intelligence, the collaboration between humans and artificial intelligence (AI) potential to enhance business productivity.
While artificial intelligence (AI) technology has been in development for quite some time, it has recently witnessed rapid growth. According to research from McKinsey, per 2022, AI adoption has more than doubled in the span of five years. This trend presents both a challenge and a concern regarding the role of AI, as it is seen as a potential replacement for humans in various job domains.
Andy Gozali, the Country Head of RevComm Indonesia, stated, "Compared to traditional AI, it automates all your business processes, but hybrid intelligence is how you have human input, how you make decisions on those actionable insights that really matters. Hybrid intelligence is more important than ever. AI is not here to replace jobs, it helps to enhance jobs and everyone of us.”
One of the hybrid intelligence tools that can significantly enhance business productivity is MiiTel, an AI-based smart telephone system. RevComm's technological innovation adeptly tackles the 'black box' issue prevalent in the call center industry. This issue arises when companies lack insight into the dynamics of conversations between agents and customers during calls.
Furthermore, within a company's call center divisions, there exist both top-performing and low-performing agents. Identifying the reasons behind this performance gap is a complex task. Moreover, the process of evaluating agent performance by manually reviewing call recordings is time-consuming.
Leveraging AI, MiiTel offers essential metrics for analyzing conversations, encompassing call duration, the percentage of speech between agents and customers, emotion analytics, call duration, instances of silence, and an array of other metrics that serve as valuable references for performance evaluation.
Furthermore, Andy explained how MiiTel as one of the hybrid intelligence tools can help the call center industry. According to him, despite having many agents, the call center industry also has a high employee turnover rate. Therefore, the key metrics generated by AI in MiiTel can also be utilized as self-coaching tools for new agents by studying conversation analysis data from top performers.
"The existence of a call center function in a company has its own purpose, which is to provide a human touchpoint in offering products to customer service. How to increase its productivity and efficiency? That is through AI that can provide data and analytics to simplify business processes," Andy added.
Conversa 3.0 was also attended by Muhammad Fajrin Rasyid, Director of Digital Business at Telkom Indonesia, who highlighted how AI can help facilitate various business activities. This includes the ease of understanding a lot of data and the opportunity to provide new revenue to the company.
Also present was Irzan Raditya, CEO & Co-founder of Kata.ai, who shared his views on AI that can make human and machine interactions feel more natural like talking to fellow humans.
RevComm is committed to continuing to educate about the role of AI as a leading technology solution that can support humans in increasing productivity and business growth. MiiTel is currently available in Japan, the United States, and Indonesia. Try a free demo of MiiTel now at miitel.id