Gridspace enhanced its voice agent, Grace, with advanced emotional intelligence. Grace now responds empathetically, reducing agent burnout and driving customer satisfaction.
Gridspace, a pioneer in conversational AI technology, is announcing a significant update to Grace, its voice agent for businesses. With this update, Grace responds more quickly and empathetically to the speaker’s emotions. In addition, new model capabilities enhance Grace’s ability to express its emotional states, marking a major advancement in spoken dialog systems.
“Grace’s new emotional intelligence capabilities make voice calls with Grace even more natural,” said Evan Macmillan, CEO of Gridspace. “We are excited to advance customer satisfaction with voice agents further and make it even easier for businesses to deploy them.
Half of all contact center interactions involve customers expressing frustration with a business. To serve as a true partner to contact center agents, Grace must quickly respond to emotions brand-appropriately. With its new features, Grace can better understand and react to customer emotions, leading to higher customer satisfaction and more successful outcomes.
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Grace’s new features establish an industry benchmark. Grace can now connect with customers more deeply and handle complex interactions with greater nuance. Additionally, Grace serves as a buffer for high-volume contact centers. Grace helps live agents focus on more complex calls by effectively handling emotionally charged interactions and routine inquiries. With Grace as a co-worker, live agents report lower stress and burnout rates and greater productivity and job satisfaction.
Grace is already significantly impacting contact centers for leading healthcare, financial services, and other considered-purchase brands. Grace’s advanced emotional intelligence improves care and provides faster resolutions in these sectors. Gridspace builds and integrates its own speech and language technology, which powers Grace.
