How Artificial Intelligence is Shaping Contact Centres

Contact centres have been in the industry for decades. With all the experience it has gathered in different parts of the world through the years, the industry has noticed trends and similarities year by year. Also, the advancement of digital technologies has helped the industry transform into what it is today.

The industry exists for a reason. They are a part of the team that makes a business what it is, but in a different perspective—how the business handles customers. Customer service is a part of the customer journey; if the contact centre screws up the interaction, then reputation will definitely receive damage.

Nowadays, contact centre agents are trained and expected to interact with customers not only on the phone, but also through social media, web chat, and video calls. Of course, this can be achieved, if the contact centre deploys the digital technologies needed and to not depend much on manpower, which was the situation before. With the development of technology, many companies are opting for bots powered by Artificial Intelligence (AI) to communicate with customers.

Interactions with Virtual assistants and Bots

There are companies who have adopted the use chat bots in answering common customer concerns and are only switching to customer service representatives when the issues are in need of intense, personalised assistance. According to the 3Cinteractive, an average of one out of four consumers use chat bots, while around 40 per cent millennials say they have chat bot interactions on a daily basis. In contrast to the mentioned data, 71 per cent of consumers had trouble in interacting with chat bots, saying that it couldn't answer their questions. The study revealed that people want to talk to chat bots during order checking or conducting product research.

Another thing, according to Thomas Soulez, AI has the ability to provide support in every interaction, thus helping contact centres to anticipate what customers are going to ask and want to talk about.

Increase in response time

In relation to the first topic, having chat bots, even though unstable at times, can help increase a contact centre agent's performance. Customers love it whenever assistance comes fast and issues are resolved quickly and efficiently. AI can serve as a backup or the first contact before the real customer service agent assists the troubled consumer. With the use of chat bots, customer service is definitely available around the clock.

Monitoring

Whenever the AI learns more through its interaction with people and time, the higher the chance of it to make errors. This means that once the AI is handling more data through time, the complexity of data interactions grows and there will be more room for mistakes to occur. So, in case contact centres have now decided to embrace such technology, they should find the time to monitor the progress of the AI and observe if AI is effective in human interactions and providing solutions in the industry.

Maybe, after a few years, the combination of human agents and AI can be a natural process as more businesses dive into this process. Even though there is more monitoring to be conducted compared to human agents, contact centre outsourcing that trains customer service representatives with different technologies have an edge in the game and can clearly adapt to any industry in need of customer service agents.

Source: http://globalteleforce.com/blog/how-artificial-intelligence-is-shaping-contact-centres

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