Contact center AI solutions provider Gridspace has released an update to Grace, its voice agent for businesses, which will allow the agent to respond more quickly and empathetically to the speaker's emotions. In addition, new model capabilities enhance Grace's ability to express its own emotional states, marking a major advancement in spoken dialog systems.
"Grace's new emotional intelligence capabilities make voice calls with Grace even more natural. We are excited to further advance customer satisfaction with voice agents and make it even easier for businesses to deploy them," said Evan Macmillan, CEO of Gridspace.
The new features promise empathetic reactions to customer emotions, leading to higher customer satisfaction and more successful outcomes. The agent connects with customers on a deeper level and handles complex interactions with greater nuance. Additionally, Grace serves as a buffer for high-volume contact centers. As a result, human agents can focus on more complex calls and reduce the stress associated with high call volume.
Grace is already making a significant impact in contact centers for leading healthcare, financial services, and other considered-purchase brands. In these sectors, Grace's advanced emotional intelligence improves care and provides faster resolutions.
