ACCESS Group introduces DISA AI in Jamaica
KINGSTON, JAMAICA — Business Process Outsourcing (BPO) provider ACCESS Group is implementing a new conversational artificial intelligence (AI) program called digital intelligence sales agent (DISA) in its Jamaican operations.
In a press release, ACCESS Group explained that DISA aims to improve the efficiency of call center operations by assisting live agents with scripted interactions during client engagements. It is also set to enhance Jamaica’s sales and customer service capabilities.
Larry Hunt, CEO of ACCESS Group, highlighted Jamaica’s advantages as an outsourcing destination, including a highly educated workforce, a favorable business environment, and a strong cultural affinity with North America.
ACCESS Group partnered with U.S.-based AI software company VOCODIA to automate telesales and customer service processes using AI. The collaboration between VOCODIA and ACCESS represents a strategic win for both companies, leveraging ACCESS’ established business relationships and VOCODIA’s advanced technology.
However, Hunt also emphasized that DISA does not aim to replace human sales or customer support agents but rather to enhance their capabilities.
While DISA provides speed, efficiency, accuracy, and memory that surpass human limitations, live agents remain crucial for closing deals and addressing unique inquiries where AI may fall short.
“So, DISA by no means is meant to eliminate the need for sales agents or CX but rather to enhance their capabilities, turning them into elite closers or problem solvers,” Hunt added.
