It’s annoying when you need an instant solution to your problem, but you can’t get it. It’s disappointing and you can even think about leaving for other brands. How sad is that?
Technology advances every day and because of that, we all have the dream of having all our problems resolved at a click of a button. No matter the difficulty, people want instant solutions and quality experiences. Many believe that for customer service, Artificial Intelligence (AI), is the future and maybe the disruption of the entire call center industry.
The discussion on whether AI is the future of customer service has been around ever since this technology has been introduced into the business world. There are no doubts about the fact that AI is going to make a huge impact in the coming future when it comes to customer engagement. But does that mean that human chat agents are a thing of the past?
There are certain aspects where AI has an advantage over human beings. Some of these advantages are knowledge of many languages, can handle unlimited chats, faster response time and it’s cost effective, but also, have some disadvantages as the lack of human touch and the incapacity to reply to specific questions.
Like humans, every bot has its limits. Those recurring FAQ-style questions are usually every bot’s dream. But how does it handle complicated problems? Can it deal with colloquialisms? One-word answers?
It’s important to remember that AI is at an early stage of development. This means they don’t always can achieve the tasks they were specifically created to carry out.
There are two main reasons why chatbots won’t be replacing live agents any time soon:
AI relies on machine learning in order to function properly. Machine learning, in turn, relies on good training data to train the algorithms. Getting the right data fast is not a simple process. Organizations who are serious about building an effective AI need to have a long-term data strategy. After all, AI is not a “one-and-done” process, but an interactive one where new learnings in the form of data are continuously used to improve the performance.
For the call centers, it would be best to start using AI with very specific use cases that need low human-touch and where good quality training data exists. It’s important that such an implementation can either provide a faster turnaround time for the customer or improve agent productivity.
AI is not adept at understanding human emotions (like sarcasm) or recognizing high-stress situations. At the end of the day, whenever there is a need for emotional intelligence or critical thinking, humans are the heroes we need. Some situations call for empathy and delicate handling, AKA a live agent.
The key here is to analyze the conversation history and use that data to optimize. Essentially, we see AI being really effective in a call center when is tasked with mundane tickets, leaving agents to focus on issues that require a human touch.
What do the experts say?
Some of the most respected customer service leaders think that AI and humans really should complement each other for effective customer service mainly in large companies. AI can effectively handle simple, transactional queries and it can also work in the background to help human agents quickly find answers to customer questions. Human agents excel at solving more complicated issues and empathizing with frustrated or upset customers. The key for humans is to consistently prove their worth by bringing humanity to the service they provide.
The future of call centers is better and faster customer service through technology while retaining a human connection. AI, in congruence with live agents, can help get us there. If the capabilities of AI are combined with the emotional connection and elevated skill set of live agents, you will have the ultimate super-agent.
Having AI for your customer service is great especially if you have the resources to handle it and/or in large companies. However, they are not here to replace human beings (at least not anytime soon) but to help us save money, time, and energy.
Publish Date: July 27, 2018
|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.
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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