en.Wedoany.com Reported - Vonage, a subsidiary of Ericsson, has announced the launch of specialized artificial intelligence (AI) agents for the healthcare, finance, and retail industries, accelerating their deployment through partnerships with industry experts. The company has partnered with Avaamo and Syndeo, with Avaamo handling healthcare solutions and Syndeo supporting the finance and retail sectors. These specialized AI agents are integrated into the Vonage Contact Center (VCC) solution to avoid fragmentation of the customer experience and ensure agents have domain-specific information to efficiently complete tasks.

The AI agents integrated with Avaamo can handle inquiries related to clinics and healthcare companies, including consultations involving regulations. Vonage stated that this approach helps maintain governance, security, and compliance. When an AI agent is unable to handle a consultation and transfers it to a human agent, the latter can access relevant contextual information, thereby improving the decision-making process.

The partnership with Syndeo aims to modernize customer service through AI agents that mimic human interactions. Syndeo provides AI-based voice and digital engagement solutions for financial services, insurance providers, and the retail industry. Vonage noted that the integration with Syndeo enables "secure and scalable automation" for virtual contact centers. These agents differ from traditional IVR (Interactive Voice Response) systems, which often fail to understand user requests, whereas specialized AI agents possess contextual knowledge and can respond to and resolve issues around the clock (24/7).

Vonage added that such partnerships not only resolve issues arising in contact centers more effectively but also expand solutions to address various inquiries from service users. Through these AI agents, ordinary chatbots are being replaced by more efficient patient or customer service, with a human always present at the end of the call.

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