{"id":724924,"date":"2023-01-23T08:04:15","date_gmt":"2023-01-23T13:04:15","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\/"},"modified":"2023-01-23T08:04:15","modified_gmt":"2023-01-23T13:04:15","slug":"avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\/","title":{"rendered":"Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC)"},"content":{"rendered":"<p>        <!--.bwalignc { text-align: center; list-style-position: inside }\n.bwlistdisc { list-style-type: disc }body {font:normal small Arial,Helvetica,sans-serif;color:#000;background-color:#fff;padding:24px;margin:0;} a img {border:0;} h3 {font-size:medium;color:#000;margin:0 0 1em 0; text-align:center;}-->  <\/p>\n<p class=\"bwalignc\"><b>Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC)<\/b><\/p>\n<p>RALEIGH-DURHAM, N.C.&#8211;(<a href=\"http:\/\/www.businesswire.com\">BUSINESS WIRE<\/a>)&#8211;<a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.avaya.com%2Fen%2F%3Futm_campaign%3Dpr-rel-us&amp;esheet=53287856&amp;newsitemid=20230123005119&amp;lan=en-US&amp;anchor=Avaya&amp;index=1&amp;md5=5a6808462ebc4f19eb702d9950edc663\">Avaya<\/a> (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been named as a Leader in the inaugural report: <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fnews.avaya.com%2FAragon-Research-AI-in-ICC-REG%3FCTA%3D23CCS-GL-ARAGAI-PR%26TAC%3D23CCS-GL-ARAGAI-PR%26utm_campaign%3Dccaas_dg_gen&amp;esheet=53287856&amp;newsitemid=20230123005119&amp;lan=en-US&amp;anchor=The+Aragon+Research+Globe%26%238482%3B+for+Conversational+AI+in+the+Intelligent+Contact+Center+%28ICC%29+2023&amp;index=2&amp;md5=ffffcbe64d732f24fbbe68e56d707517\">The Aragon Research Globe\u2122 for Conversational AI in the Intelligent Contact Center (ICC) 2023<\/a> by Aragon Research, Inc.\n<\/p>\n<p>\nAccording to the report<sup>1<\/sup>, authored by Craig Kennedy, Sr. Director of Research at Aragon Research, the Avaya solution offers a \u201cfully integrated technology stack including Unified Communication (UC), Contact Center (CC), and Workstream Collaboration (WSC), all extensible through Avaya Communications APIs and application library.\u201d The report also indicates Avaya\u2019s conversational AI solution is designed as \u201comni-channel, supporting text, voice, and visual interfaces.\u201d\n<\/p>\n<p>\nConversational AI technology enhances the user experience in the form of intelligent virtual agents (IVA) or chat bots. These IVAs are now working alongside human agents as co-agents, enabling the human agents to easily resolve issues. IVAs are also available to users independently for their issue resolution through self-service access delivering a seamless and simplified, omnichannel customer experience.\n<\/p>\n<p>\nAvaya\u2019s workflow automation is an available solution for conversational AI. Its capabilities enable the creation of new virtual agents that can integrate Google, Nuance, and other conversational AI offerings into custom or pre-built solution virtual agents.\n<\/p>\n<p>\nThe conversational AI capabilities enabled by the Avaya Experience Platform differ from others by offering:\n<\/p>\n<ul class=\"bwlistdisc\">\n<li>\nReal-time voice-to-text transcription, biometrics, sentiment analysis, and guidance\n<\/li>\n<li>\nLow-latency live transcription\n<\/li>\n<li>\nEnd-to-end solution (no APIs required)\n<\/li>\n<li>\nAgent assist\n<\/li>\n<li>\nExtensive partner network and ecosystem\n<\/li>\n<li>\nSoftware consumption across private, public, and hybrid clouds\n<\/li>\n<\/ul>\n<p>\n\u201cCompanies strive to make the customer experience personalized, effortless, and frictionless; the agent experience should be no different,\u201d said Ahmed Helmy, GVP of the Experience Platform Product Management, Avaya. \u201cConversational AI in the contact center can greatly enhance both the customer and agent experience. End customers want self-service access to address transactional needs quickly, but also want the flexibility to choose a human agent when a more complex issue arises. The Avaya Experience Platform can enable and augment agents to predict and react faster to real-time customer needs with the right level of access to information. Overall, this helps agents provide an upleveled experience by better contextually serving their customers and delivering an end-to-end omnichannel experience focused on the customer.\u201d\n<\/p>\n<p>\nAccording to Kennedy, while conversational AI technologies continue to advance, organizations should be apprised of the most updated capabilities available.\n<\/p>\n<p>\n\u201cThe bar has been raised for customer experience in the contact center. Today\u2019s consumers are routinely experiencing digital interactions with social media, ecommerce sites, virtual assistants, and other digital solutions that are seamless, intuitive, and easy to navigate, and they expect nothing less from their contact center interactions,\u201d said Sr. Director of Research, Craig Kennedy. \u201cWith a focus on intelligence and AI across its entire portfolio of offerings, Avaya is meeting these expectations by facilitating conversational AI powered customer journeys within its contact center over text, voice, and visual channels on the Avaya Experience Platform.\u201d\n<\/p>\n<p>\nAvaya customer Mike Baker, VP of Enabling Technologies at C3i, a multi-channel customer engagement services provider, specializing in global, high-touch consumer, patient, and end-user management, said, \u201cWhen we set out to find one solution technology partner, we really looked at it from the perspective of Avaya, the biggest contact center organization in the world. If we need help, in any country we can get Avaya support. That might not be the same, and it wasn&#8217;t the same, for other vendors\u2026At a time of rapid change, it\u2019s our goal to be that resource our customers can rely on to meet the growing needs of their customers. It is critically important to us that we apply AI in a meaningful and intentional way, and Avaya allows us to do this\u2026[A] use case that we used conversational intelligence for was around a major digital and print company. One of our customers was trying to gauge if people were impacted by COVID with job loss\u2026And then further wanting to cancel a subscription, one of those subscriptions or possibly both. So, we would leverage the Avaya Conversational Intelligence listening if they were thinking of cancelling and then offer alternate solutions real time, because that&#8217;s the benefit of Conversational Intelligence. It doesn&#8217;t do anything if it&#8217;s post-call, but since it&#8217;s real time, we can make a difference.\u201d\n<\/p>\n<p>\nThe Aragon Research Globe is a market evaluation tool that graphically depicts Aragon Research\u2019s evaluation of a specific market and its component vendors. Aragon Research examined 14 major providers in a market that focuses on all forms of collaboration and communication based on its three dimensions that enable comparative evaluation of the participants in a given market. \u201cLeaders\u201d are noted as having comprehensive strategies that align with industry direction and market demand, and perform effectively against those strategies.\n<\/p>\n<p><strong>Additional Resources<\/strong><\/p>\n<ul class=\"bwlistdisc\">\n<li>\nView the <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fnews.avaya.com%2FAragon-Research-AI-in-ICC-REG%3FCTA%3D23CCS-GL-ARAGAI-PR%26TAC%3D23CCS-GL-ARAGAI-PR%26utm_campaign%3Dccaas_dg_gen&amp;esheet=53287856&amp;newsitemid=20230123005119&amp;lan=en-US&amp;anchor=Aragon+Research+Globe%26%238482%3B+for+Conversational+AI+%28CAI%29+in+the+Intelligent+Contact+Center+%28ICC%29+2023+report&amp;index=3&amp;md5=57424cbffbd655350fa29d6c6a627230\">Aragon Research Globe\u2122 for Conversational AI (CAI) in the Intelligent Contact Center (ICC) 2023 report<\/a>.\n<\/li>\n<li>\nRead <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.avaya.com%2Fen%2Fregistration%2Finner-circle-guide-to-video-reg&amp;esheet=53287856&amp;newsitemid=20230123005119&amp;lan=en-US&amp;anchor=our&amp;index=4&amp;md5=154cf17387662fada62ad0813ce50bfe\">our<\/a><a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.avaya.com%2Fen%2Fregistration%2Finner-circle-guide-to-video-reg&amp;esheet=53287856&amp;newsitemid=20230123005119&amp;lan=en-US&amp;anchor=Inner+Circle+Guide+to+Next-Generation+Customer+Contact&amp;index=5&amp;md5=a048483656f178518ffc5427db17b751\"> Inner Circle Guide to Next-Generation Customer Contact<\/a>.\n<\/li>\n<li>\nRead our blog, <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.avaya.com%2Fblogs%2Fwhy-contact-centers-need-automation%2F%3Futm_campaign%3Dpr-rel-us&amp;esheet=53287856&amp;newsitemid=20230123005119&amp;lan=en-US&amp;anchor=Contact+Center+Automation%3A+How+it+Improves+Customer+and+Employee+Experiences&amp;index=6&amp;md5=9db743b0b72b825a6147c04c5df0a6f3\">Contact Center Automation: How it Improves Customer and Employee Experiences<\/a>.\n<\/li>\n<li>\nWatch our video to see how <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.avaya.com%2Fen%2Fvideos%2Fc3i-uses-ai-to-drive-insights-into-customer-experiences%2Fpxxoaxxmf1df7pjx2tmgfn%2F&amp;esheet=53287856&amp;newsitemid=20230123005119&amp;lan=en-US&amp;anchor=C3i+Uses+AI+to+Drive+Insights+into+Customer+Experiences&amp;index=7&amp;md5=7c030dd27f7ff1af5357b6bdbd0ff629\">C3i Uses AI to Drive Insights into Customer Experiences<\/a>.\n<\/li>\n<\/ul>\n<p>\nAragon Research does not endorse vendors, or their products or services that are referenced in its research publications and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them &#8220;AS IS,&#8221; without warranty of any kind.\n<\/p>\n<p><b>About Avaya<\/b><\/p>\n<p>\nBusinesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping the future of customer experiences, with innovation and partnerships that deliver game-changing business benefits. Our communications solutions power immersive, personalized, and memorable customer experiences to help organizations achieve their strategic ambitions and desired outcomes. Together, we are committed to helping grow your business by delivering Experiences That Matter. Learn more at <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=http%3A%2F%2Fwww.avaya.com%2F&amp;esheet=53287856&amp;newsitemid=20230123005119&amp;lan=en-US&amp;anchor=http%3A%2F%2Fwww.avaya.com&amp;index=8&amp;md5=2718575a42a24cdbb2f4d40ae66bda46\">http:\/\/www.avaya.com<\/a>.\n<\/p>\n<p><b><i>Cautionary Note Regarding Forward-Looking Statements<\/i><\/b><\/p>\n<p><i>This document contains certain \u201cforward-looking statements.\u201d All statements other than statements of historical fact are \u201cforward-looking\u201d statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as &#8220;anticipate,&#8221; &#8220;believe,&#8221; &#8220;continue,&#8221; &#8220;could,&#8221; &#8220;estimate,&#8221; &#8220;expect,&#8221; &#8220;intend,&#8221; &#8220;may,&#8221; &#8220;might,&#8221; \u201cour vision,\u201d &#8220;plan,&#8221; &#8220;potential,&#8221; &#8220;preliminary,&#8221; &#8220;predict,&#8221; &#8220;should,&#8221; &#8220;will,&#8221; or \u201cwould\u201d or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company\u2019s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the \u201cSEC\u201d) available at <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=http%3A%2F%2Fwww.sec.gov&amp;esheet=53287856&amp;newsitemid=20230123005119&amp;lan=en-US&amp;anchor=www.sec.gov&amp;index=9&amp;md5=2cba689022fcf90cbf30d38d21af4c39\">www.sec.gov<\/a>, and may cause the Company\u2019s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company\u2019s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.<\/i><\/p>\n<p>\nAll trademarks identified by \u00ae, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.\n<\/p>\n<p>\nSource: Avaya Newsroom\n<\/p>\n<p><sup>1<\/sup> Aragon Research. \u201cThe Aragon Research Globe\u2122 for Conversational AI in the Intelligent Contact Center, 2023\u201d by Craig Kennedy, January 17, 2023.\n<\/p>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20230123005119r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" style=\"width:0;height:0\" \/><span class=\"bwct31415\" \/><\/p>\n<p id=\"mmgallerylink\"><span id=\"mmgallerylink-phrase\">View source version on businesswire.com: <\/span><span id=\"mmgallerylink-link\"><a href=\"https:\/\/www.businesswire.com\/news\/home\/20230123005119\/en\/\" rel=\"nofollow\">https:\/\/www.businesswire.com\/news\/home\/20230123005119\/en\/<\/a><\/span><\/p>\n<p>\nAlex Alias<br \/>\n<br \/><a rel=\"nofollow\" href=\"mailto:alalias@avaya.com\">alalias@avaya.com<\/a><\/p>\n<p><b>KEYWORDS:<\/b> United States North America North Carolina<\/p>\n<p><b>INDUSTRY KEYWORDS:<\/b> Telecommunications Software Networks Internet Artificial Intelligence Data Management Technology VoIP<\/p>\n<p><b>MEDIA:<\/b><\/p>\n<table cellpadding=\"3\" cellspacing=\"3\">\n<tr>\n<td><font face=\"Arial\" size=\"2\"><b>Logo<\/b><\/font><\/td>\n<\/tr>\n<tr>\n<td><img decoding=\"async\" src=\"https:\/\/mms.businesswire.com\/media\/20230123005119\/en\/814330\/3\/Avaya_Logo-01.jpg\" alt=\"Logo\" \/><\/td>\n<\/tr>\n<tr>\n<td><font face=\"Arial\" size=\"2\"><\/font><\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC) RALEIGH-DURHAM, N.C.&#8211;(BUSINESS WIRE)&#8211;Avaya (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been named as a Leader in the inaugural report: The Aragon Research Globe\u2122 for Conversational AI in the Intelligent Contact Center (ICC) 2023 by Aragon Research, Inc. According to the report1, authored by Craig Kennedy, Sr. Director of Research at Aragon Research, the Avaya solution offers a \u201cfully integrated technology stack including Unified Communication (UC), Contact Center (CC), and Workstream Collaboration (WSC), all extensible through Avaya Communications APIs and application library.\u201d The report also indicates Avaya\u2019s conversational AI solution is &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC)&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-724924","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC) - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC) - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC) RALEIGH-DURHAM, N.C.&#8211;(BUSINESS WIRE)&#8211;Avaya (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been named as a Leader in the inaugural report: The Aragon Research Globe\u2122 for Conversational AI in the Intelligent Contact Center (ICC) 2023 by Aragon Research, Inc. According to the report1, authored by Craig Kennedy, Sr. Director of Research at Aragon Research, the Avaya solution offers a \u201cfully integrated technology stack including Unified Communication (UC), Contact Center (CC), and Workstream Collaboration (WSC), all extensible through Avaya Communications APIs and application library.\u201d The report also indicates Avaya\u2019s conversational AI solution is &hellip; Continue reading &quot;Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC)&quot;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\/\" \/>\n<meta property=\"og:site_name\" content=\"Market Newsdesk\" \/>\n<meta property=\"article:published_time\" content=\"2023-01-23T13:04:15+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20230123005119r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" \/>\n<meta name=\"author\" content=\"Newsdesk\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Newsdesk\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\\\/\"},\"author\":{\"name\":\"Newsdesk\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/#\\\/schema\\\/person\\\/482f27a394d4fda80ecb5499e519d979\"},\"headline\":\"Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC)\",\"datePublished\":\"2023-01-23T13:04:15+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\\\/\"},\"wordCount\":1408,\"image\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/cts.businesswire.com\\\/ct\\\/CT?id=bwnews&amp;sty=20230123005119r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\\\/\",\"url\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-named-leader-position-in-inaugural-report-from-aragon-research-for-conversational-ai-cai-in-the-intelligent-contact-center-icc\\\/\",\"name\":\"Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC) - 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