Opportunities to leverage AI

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  • November 29, 2022
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AI has evolved as a tool to bring forth tremendous potential to dramatically enhance the customer experience. When adopted and deployed correctly, it helps companies solve customer queries faster and more accurately, thereby improving the CX and freeing up the call center agents to add further value to customer interactions. 

The efficiencies also help companies scale their customer relationship and support operations significantly. 

Here are the top use cases for AI in contact centers.

1. Intelligent bots

Bots, or chatbots as they are commonly referred to, are the most frequently used communication tools that are based on AI technology. They gather basic information and enable self-service for customers with simpler queries. The most measurable result is the reduction in the manual workload of call center agents which is replaced by automated virtual text and voice-based conversations with customers in the real world.

2. Intelligent automation of workflow

With the information gathered from customers, along with historical data, relevant case attributes get populated automatically. This improves the accuracy of the information collected. Based on the automated attributes, the call is intelligently routed to agents with the proper skill and expertise to handle and deliver a first call resolution.

3. Intelligent recommendations for actions

Based on the real-time information profile created through AI, it also makes suggestions on next actions and steps to agents. Such recommendations tend to give the agent more robust inputs to drive a higher level of customer satisfaction.

4. Intelligent predictive analytics

Predictive analytics delivered by AI tend to present relevant data from past interactions with the agents. This enables them to make intelligent decisions and take proactive steps to resolve customer queries. 

Accelerated adoption in current times

The pandemic has challenged businesses in new ways. Abilities to address them proactively using fewer resources has only accelerated the adoption of technologies like AI and ML. The need to track and monitor performance and continue to maintain a strong customer relationship in these challenging times has made the integration of these technologies into business and call center operations imperative. 

leverage AI in customer interface

AI has evolved as a tool to bring forth tremendous potential to dramatically enhance the customer experience. When adopted and deployed correctly, it helps companies solve customer queries faster and more accurately, thereby improving the CX and freeing up the call center agents to add further value to customer interactions. 

The efficiencies also help companies scale their customer relationship and support operations significantly. 

Here are the top use cases for AI in contact centers.

1. Intelligent bots

Bots, or chatbots as they are commonly referred to, are the most frequently used communication tools that are based on AI technology. They gather basic information and enable self-service for customers with simpler queries. The most measurable result is the reduction in the manual workload of call center agents which is replaced by automated virtual text and voice-based conversations with customers in the real world.

2. Intelligent automation of workflow

With the information gathered from customers, along with historical data, relevant case attributes get populated automatically. This improves the accuracy of the information collected. Based on the automated attributes, the call is intelligently routed to agents with the proper skill and expertise to handle and deliver a first call resolution.

3. Intelligent recommendations for actions

Based on the real-time information profile created through AI, it also makes suggestions on next actions and steps to agents. Such recommendations tend to give the agent more robust inputs to drive a higher level of customer satisfaction.

4. Intelligent predictive analytics

Predictive analytics delivered by AI tend to present relevant data from past interactions with the agents. This enables them to make intelligent decisions and take proactive steps to resolve customer queries. 

Accelerated adoption in current times

The pandemic has challenged businesses in new ways. Abilities to address them proactively using fewer resources has only accelerated the adoption of technologies like AI and ML. The need to track and monitor performance and continue to maintain a strong customer relationship in these challenging times has made the integration of these technologies into business and call center operations imperative. 

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