11/17/2020
Last updated on May 31, 2023
Over the past few decades, technology and automation have led to massive changes in virtually every area of business operations. One of the most noticeable areas — at least, from the standpoint of the customer — is the contact center.
Initially, businesses flocked to Interactive Voice Response (IVR) systems and other solutions as a way to reduce costs. As promised, these tools delivered substantial savings. However, those savings often came with a negative impact on the customer experience, as millions of people found themselves pressing “0” or repeating “Representative” in hopes of getting a live agent who could provide the answers they needed.
As AI and machine learning continue to evolve, businesses in every industry are seeing new opportunities to create further savings and efficiencies. And, having learned from past experience, they are also placing an equal emphasis on providing a better experience for both customers and agents.
ENHANCING YOUR CONTACT CENTER TECHNOLOGY WITH AI
Given the broad array of solutions, and the fact that the technology is evolving so swiftly, how can you be certain that the contact center tools you choose are the right ones for you? While no two industries are alike, all would benefit from examining their contact centers’ AI solutions by giving careful thought to three key areas:
1. Determine how AI can take your contact center to the next level — for agents, decision-makers, and customers alike
AI tools can provide contact centers with substantial benefits on two important fronts.
First, they can elevate the traditional IVR experience with smarter, more intuitive solutions that do a dramatically better job of providing real-time assistance, suggestions, and guidance during customer interactions. Conversational AI, coupled with machine learning, can create a contact center that gets better over time by learning from past interactions and taking corrective measures. In addition, features such as sentiment analysis and opinion mining enable chatbots and virtual assistants to evaluate the emotional state of the customer, and determine if a live agent needs to step in or monitor the interaction.
Second, AI solutions for internal audiences can create better-informed and more empowered agents. By improving the data, analytics, and resources that are available to your agents, you also improve the customer experience. Additionally, your organization is able to create ways to boost agent productivity while reducing stress and burnout. Some of the most attractive options for empowering agents include:
- Robotic Process Automation that automates repetitive, rules-based processes such as copying and pasting information, billing, and processing orders.
- CoBots that work alongside the agent. They listen, learn, and offer insights regarding specific customers or general types of questions and issues.
- ChatBots that use AI to simulate personal interaction can provide after-hour scalability and assist when outside events drive heavier than normal traffic to the center.
- Automated Routing Systems that route calls to the appropriate destinations, based on the skills needed (such as tech support or foreign language fluency), the types of data involved, or the level of service required.
