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RFP Questions to Ask About AI in the Contact Center - Blue Ocean Contact Centers - ContactCenterWorld.com Blog

RFP Questions to Ask About AI in the Contact Center

 

You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment of consumers simply prefer automated or self-serve support) – so asking your potential strategic partners the right questions is critical.

We want to make it easy for you. Here’s the short list of the best questions to ask about AI in the contact center.

(Looking for more contact center RFP questions? Download our complimentary RFP template today – just click here.)

CAPABILITIES & PROCESS

Let’s start at the foundation. A potential contact center partner should be able to articulate their particular capabilities and processes in regards to AI solutions. In their answers to the following questions, they should be addressing chatbots, self-service, machine learning, big data, and more.

Additionally, test the maturity of their AI solutions -  how they have evolved those solutions over time, and how they are prepared for future updates.  You need a trusted partner who knows what they’re doing and aims to stay ahead of the curve.

#1 Describe your current AI capabilities and services.

#2 How long have you been delivering AI solutions as part of your contact center services?

#3 How are you prepared for the future of AI?

BALANCING MAN & MACHINE

AI can be a powerful tool, but it is just one cog in the customer care engine. AI should enhance the customer experience through seamless, elegant integration with live agent support – allowing agents to focus on higher value or higher complexity scenarios requiring human intelligence and decision-making. Chatbots and other tools can handle straightforward transactional interactions – at large volume and with an impressive capacity for personalization – but when customer support scenarios get complex or things simply go sideways, humans must be there to take care of the customer.

#4 Provide a sample playbook (or process flow) for escalating a customer service interaction from AI to live agents.

#5 What KPIs/metrics do you measure in tracking the effectiveness of your escalations from AI to live agent? (Example: time to answer, critical alert wait time, transfer request accept rate, transferred chats cancelled in queue)

INTEGRATION & MIGRATION

You might be excited by the concept of adding AI to your omnichannel offering, but many companies are equally intimidated by the thought of implementing it into their business.

Migrating and integrating AI into your existing infrastructure poses some challenges, not least of which are inefficiencies, downtime, and duplicated processes. Your contact center partner must be prepared to tackle every possible challenge and set you up for efficiency and success.

#6 What IT resources can you provide to support the migration and integration of AI into our customer service solution?

#7 Provide an example of a successful implementation of AI into an existing customer care solution. Include implementation timelines and resources required on both the client/contact center sides of the equation.

MEASURING SUCCESS

AI for the sake of AI doesn’t automatically take your business to the next level of success. You need to ensure that your customer support solution is being measured holistically, particularly when you introduce AI as part of an efficiency initiative. Metrics like AHT and FCR are basic enough; find out how your potential vendor is also measuring customer experience and satisfaction – and how that is impacted by AI.

#8 What KPIs or other metrics do you use to assess the performance of your AI tools?

#9 How do you measure the impact and effectiveness of your AI strategy?

#10 What steps do you take outcomes of your AI strategy are falling short of expectations?

USE CASE

Let’s face it, you may not want to be the guinea pig when it comes to AI. Get some case studies from similar projects your potential vendor has worked on. If possible, even get some references from their existing client base. Ideally, their experience with AI is in a similar industry vertical or service type to your own.

#11 What similar projects are you currently using AI technology for? Describe the project and your approach for implementing AI tools. What results have you seen?

Asking the Right Questions About AI in the Contact Center

At the end of the day, contact center AI is about enhancing the customer experience. Knowing that a potential contact center partner has AI options in their toolkit isn’t enough. Your RFP process can go deeper, asking pointed questions about their capabilities, processes, success measurements, and real-life examples.

Source: https://blueocean.ca/rfp-questions-ai-contact-center/

Publish Date: December 19, 2018 5:00 AM


2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



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