Customers calling into your contact center are kind of like fighter pilots flying solo. They’re on a mission. They’re always under pressure. Every single second they spend on the phone comes with a big cost — just like how an F22 burns $1,000 of jet fuel every single minute it’s in the air. And like those pilots isolated in their cockpits, our customers are all on their own out there.

At least, it sure feels that way, when they’re calling their favorite company and fighting their way through an IVR, only to be pointed in the wrong direction, routed to the wrong department and shuffled back and forth between agents — burning precious fuel the whole while, in the form of patience and brand loyalty.

But customers don’t have to fly solo. After all, Maverick had Goose to watch out for bogies. Luke Skywalker had R2D2 to navigate his jumps to lightspeed. So why can’t our customers have a wingman of their own? Someone or something to keep them on target, helping them accomplish their mission as quickly, reliably and painlessly as possible.

Well, with modern AI and cuttingedge intelligent routing, they can.

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