Many organisations are turning to Artificial Intelligence (AI) to improve the customer experience. We’ve all heard about AI and what it could potentially do. But do we really know how it would work in real-life? Here are the top 5 ways you could be using Artificial intelligence in your contact centre.
1.Managing Big Data
Contact centres accumulate vast amounts of customer data over time. Customers are aware of this and expect improved customer service in return. One of the common frustration’s customers face is having to repeat their details on multiple occasions when calling in. When things like this happen, customer dissatisfaction can start to kick in. In order to address this, Robotic Process Automation (RPA) – a different branch of AI, can eliminate redundant employee and customer effect. RPA can capture, analyse, cross-reference and share information across platforms and channels, ensuring consistency across the customer experience.
2. Introducing Self-Service
Another main area where AI can be used in the contact centre is for allowing self-service capabilities. Self-service capabilities can handle day-to-day requests and simple interactions which take place in your contact centre. Introducing self-service can also cut down your cost as fewer customers will be calling in if they are able to handle their simpler enquiry themselves.
For AI to automate accurate responses as a human would, it’s imperative that the system has the right information and data. This is called Automated Customer Engagement – a level which Deloitte recognises as Robotic and Cognitive Automation working together. Automated Customer Engagement consists of AI-driven tools which act like virtual agents – including automated email and chatbots for example. The benefit to this is that agents can focus on more complex cases where a personal approach really matters.
3.Dealing With Customer Complaints
A common challenge for contact centres is the ability to make sense of unstructured data in the form of customer complaints. AI can help resolve this by automating responses to customer complaints. With AI, the system has the capability to understand the intent of an enquiry (emails, customer letters, web forms). These enquiries are scanned into the system as images. The system can then extract relevant details and automatically sends a recommended customer response which can be edited by the employee before sending to the customer. The updated data can then be automatically uploaded to the contact centre case management system.
4.Providing Feedback To Agents
Another type of AI which can reap great benefits in the contact centre environment, is real-time speech analytics. Real Time Speech Analytics analyses the conversation between the agent and the customer providing live feedback to the agent and team leaders. This technology also has the ability to listen to the content of the call and based on this, provide the agent with missing information which will help the customer at that specific need in time. Real Time Speech Analytics can also speech clarity, stress levels and script adherence whilst the call is happening.
5.AI and Workforce Management
AI is also developing in the Workforce Management space with vendors now introducing and planning further exciting innovations for the benefit of both planners and agents.
For example, Agents can now engage with chatbot virtual assistants able to boost employee engagement by making holiday and scheduling decisions within the confines of user led configurations.
Planners will also benefit from AI in the form of automatic validation of raw contact data. Automatic validation will account for abnormal events which are unlikely to re-occur and will also skew accuracy. The automatic validation will factor exceptions such as these into the equation when forecasting and scheduling, providing an accurate baseline for planners to go on.
Artificial Intelligence can bring many benefits to contact centres including increasing employee satisfaction, efficiency, lowering costs and reducing errors to name a few. When considering AI, be ready to ask the questions that will determine how it can work in your organisation. Brainstorm the possible processes which could largely benefit from automation. What will AI be used for in your organisation? Will it be compliance? Customer satisfaction or employee satisfaction? Having a plan for this technology is a must, whether you are implementing AI in all aspects of your operation or whether you are using it to supplement processes.
If you need more information on how AI can benefit your organisation then chat to our team. We’re independent technology consultants so we’re passionate about providing the right technology for your organisation to improve your customer service and operations.
Publish Date: January 27, 2020 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
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