You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary. While some of the easy calls have been diverted to self-service channels, contact center agents are finding themselves fielding more complex call types and often dealing with grumpier customers on the other line who just finished bouncing around a disconnected omnichannel journey. More than ever, these interactions demand the most from your employees but have you set them up for success?
Let's pose the following question, "When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind?" Thinking about your favorite apps, what factors make using them an enjoyable experience? Chances are traits like easy and quick access to the right information and convenient, must-have guidance are a couple of them. Of course, it doesn’t hurt when apps are also fast, dynamic, intuitive and designed well.
Now pose those same questions to your agents, but substitute “self-service experience” with “desktop experience” and it’s likely the response will be much different. It would mirror the same feedback we’ve received from 100+ contact centers over the past 10 years, and contains the following words and phrases: complex, cluttered, hard to learn, frustrating, disparate, not intuitive and ancient. Imagine your customers providing similar feedback about your self-service channels. Not only would your adoption rate be zero percent, but the number of customers you have would quickly trend toward zero as well.
Live interactions aren't going away anytime soon, in fact, expectations are higher than ever! Now is the time to stand out from the rest and lead your agents down the path of optimization and automation by transforming employee experiences with digital solutions. Let us help you unburden your agents with this infographic, where we have highlighted some of the issues faced by them and how to best solve these with intelligent automation.
Source: http://www.jacada.com/blog/5-ways-intelligent-automation-optimizes-customer-and-agent-experience
Publish Date: October 18, 2019 |
How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated voice recognition system? And why is it that your customers are being misunderstood?
Attend a customer experience industry event these days and you’ll most likely hear the terms “multi-modal” or “multimodal” or “multimodality” used to describe a method of communicating with customers. Even earlier today in our own offices I heard “multimodal” used to describe an approach to a customer challenge. As I listened to the challenge and the solution, there was plenty of discussion with words like omnichannel, multichannel and multimodal. What is the difference? Have no fear! Here is your guide to all things multimodal.
Let’s use an example. I was recently pulled over for a traffic violation and produced an expired insurance verification card. The officer asked if I had a copy on my phone and I was able to download my insurance company's app, login and use the mobile app to produce a valid insurance verification card. I walked away with just a warning, and now I always have my auto insurance provider’s mobile app available on my phone. Multimodal? Not so much. Next, say that the police encounter was after a small car accident. I use the mobile app to produce my insurance verification card but then notice the “Start a Claim” button within the app. I choose the option and within seconds, I’m uploading a photo from the accident and completing the claim while simultaneously speaking to a claim agent that’s using my location to secure a rental car in the vicinity. Multimodal? Yes, this is a true multimodal experience, using two (or more) channels simultaneously in a single interaction.
But multimodal experiences aren’t as commonplace as you’d think and it would be much more common to be shifted from channel to channel. Perhaps a reason why a McKinsey survey said that 20% more customers would prefer to use digital channels than do today. To help close this gap, organizations that deliver a multimodal experience quickly benefit from improved channel adoption (with existing channels) leading to a more magical customer experience.
Are the disparate systems and channels you have today not serving your customers as seamlessly as you'd like? If so, don’t feel alone.
Discover why "multimodal" might be your favorite new word!
Oh, and you should also watch our webinar "Self-Service 2.0: Turbocharge your Stalling Digital Strategy" where we dig into this discrepancy between channel adoption and channel preference and discuss best practices to help you close the gap and increase adoption rates of your digital assets.
Source: http://www.jacada.com/blog/what-s-a-multimodal-customer-experience
Publish Date: October 15, 2019 |
“I'm sorry, but I do not recognize that response.”
How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated voice recognition system? And why is it that your customers are being misunderstood?
We live in a diverse society—the United States really is a melting pot. Think of all the nationalities, races, and ethnicities that make up America. Now factor in age, gender, and location. Just for fun, let's throw in levels of education. Does it make sense for a 23-year-old female Mexican-American born and raised in Oregon to sound phonetically and contextually the same as a 68-year-old male from Louisiana? Are companies setting expectations too high when it comes to automated voice recognition applications?
Not at all. Companies are just making the mistake of misplacing their trust in inferior applications—and still expecting superior results. Fortunately, there are high-end applications—using the most up to date technology—able to understand not only your customers' words, but also, believe it or not, their feelings. It's true.
This impressive technology is called Natural Language Understanding (NLU) and it's a real game-changer, not only for your customers but for your call center agents, as well as your company's bottom line. When NLU is integrated into self-service applications, it represents the way we speak in our day-to-day lives—aka the way we naturally speak—and Natural Language Understanding uses "Natural" language to understand the differences in speech between different demographic groups.
Unlike inferior automated voice recognition applications, those which utilize Natural Language Understanding are able to interpret the differences in language between the hypothetical 23-year-old and 68-year-old customers mentioned above. But how? NLU recognizes the idiosyncrasies of natural language, including mispronunciations, colloquialisms, swapped words, and contractions—to name a few—so that each and every customer's needs are understood.
Not only is Natural Language Understanding able to interpret casual day-to-day speech, but it also provides empathy to your customers, a feature previously unheard of via automated conversation applications. Imagine an automated voice application that could pick up on sentiment, identify it, and then provide a relevant resolution.
Don't delay. All of this natural understanding is fueling Artificial Intelligence (AI) in self-service at an amazing rate. Interestingly enough, Gartner predicts that 15% of all customer service interactions will be handled solely by AI in 2021 -- that's a 400% increase from 2017!
Prepare your organization today for self-service that drives higher customer satisfaction, faster call handling, reduced operating costs, shorter average handle time (AHT), and higher first call resolution (FCR), which means your customers no longer have to hear the dreaded sentence, “I'm sorry, but I do not recognize that response.”
Source: http://www.jacada.com/blog/why-isn-t-natural-language-understanding-natural
Publish Date: August 29, 2019 |
Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile devices or get directions to a new restaurant from Siri or Alexa. Companies, on the other hand, need to look behind the curtain to find out what it really takes to make that customer service magic happen. We invite you to watch the interactive video (and enjoy the references we make along the way).
Some of the questions we'll discuss in the video:
Source: http://www.jacada.com/blog/interactive-video-rpa-with-the-customer-in-mind
Publish Date: August 28, 2019 |
As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face.
Given the significant impact that notably back-office automation has made on productivity over the last five years, it’s natural for you to gather your management and broadly find AI and robotic process automation (RPA) applicability across operations, finance, sales, service, bricks-and-mortar and beyond. But will the RPA of old, that supports back-office processes well today, stand up to serve a customer-facing employee dealing with the angry mom, the stranded traveler or the confused claimant?
A word of caution: your front is different than your back. Let’s take a restaurant as an example. The front of the restaurant is about making someone feel welcome, delivering the finished product, selling in the moment and offering a patron a clean and fun environment. If you’ve ever walked around to the back of a restaurant, you’d see the reality of all the food going in and the garbage going out.
But doesn’t the real magic happen in the kitchen? The chef would say yes; the host would say no. Both the “front of the house” and “back of the house” of a restaurant are important, but each has a different set of challenges to deliver an amazing experience.
The same is true today for customer-facing automation used to drive digital self-service and serve employees in the contact centre. These tools enable agents to find answers, solve problems and complete sales quickly, accurately and to the customers’ satisfaction. But the back office handles the processing of customers’ issues, like inquiry forms, service and sales orders and documentation, like loan and mortgage applications that takes longer and are more involved to handle.
Typically integrating a few systems to solve a workflow or automating a task in the back-office won’t make your agents happier or more productive, just like a new oven or dishwasher will not help the waitstaff. The same is true for poorly designed virtual assistants (VAs), (euphemistically referred to as chatbots), which the equivalent in restaurants may be the table or mobile point of sale terminals. These VAs often plague customer journeys with dead-ends and certainly NOT a path to front-office employees. Now isn’t the time to open the back-office RPA toolkit and automate like before.
There are two main reasons why your front is different than your back. Firstly, at Jacada we often see a dozen or more systems for integration while engaging in a back-office project. But if you have 10, 20, 30, even 40 running applications on a contact centre agent desktop, you’re not alone. There is plenty of digital debt on the desktop of your average agent, and most applications can’t be or aren’t ready for replacement. The same is true for VAs: dozens of systems are often required to make a great experience. But the time for attended RPA to step in and collaborate is now! Yes now, and not after we migrate to “insert new CRM vendor here” or “rip out that old tool Larry made last year.” Digital debt will live on in some cases and because the front is different than the back, look to use well-designed contact center automation to drive quick wins and increase agent engagement.
Second, back-office systems rarely speak, truly speak. Customers and agents speak all day long. Creating automation with conversational flow, grounded on natural language processing (NLP), is often more than what traditional RPA can handle. Instead, delight customers by creating good conversations in digital self-service that will transition to an agent seamlessly. Often these systems cannot provide the emotion needed for the front-office, like empathy. In addition, customers interacting with the VAs expect faster transaction handling, satisfaction via one step resolution and most importantly, a pleasant customer service experience.
The human body will not work unless the front and back function as one. The same with business operations, whether restaurants or contact centres. They must be seamlessly connected to provide an excellent customer experience. Do so and your customers and your staff will thank you.
Regardless of your digital debt, keep your customer dialogues conversational, guide your agents and create seamless self-service journeys. Savvy contact centres are reaping the benefits of AI and automation tools designed specifically for them to transform complex desktop environments into intelligent solutions for their employees. Remember that traditional back-office RPA is powerful; however, attended RPA in the front-office should provide design-once, end-to-end and low-code for both agent-assisted interactions and self-service.
So, the next time you visit your favourite restaurant, think of all the automation that makes the entire restaurant run smoothly. And just like a restaurant, you will have systems and processes that span the front and back of your organization. Always keep your customer and agent-facing experiences a high priority. These experiences are the faces and “front doors of your brand”. Protect them. Serve them up well. Deliver them on a silver platter if you need to. Because in many cases, it’s our people who save us when the fish is bad, the wine is too warm, or the table is wobbly. Remember to tip your waiter and always remember that your front is different than your back.
Matthew Storm is Vice President, Marketing, Jacada (www.jacada.com).
Source: http://www.jacada.com/blog/your-front-is-different-than-your-back
Publish Date: June 6, 2019 |
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation.
Call centers are comprised of various parts, each one integral to the organization's mission to keep customers satisfied—and therefore loyal—to the company.
On the front lines are the call center agents, taking call after call, representing the “voice” of the company in the form of live customer service interaction. Their success, especially in producing a low first call resolution rate, is instrumental in keeping customers satisfied, directly affecting the company's bottom line.
So, what are the problems facing call center agents today? What obstacles do they encounter during their live interactions with customers? You may be surprised to find that the individual issues that call center agents face are all connected.
Call center agents are human beings and therefore, do not have perfect recall. Even with the best training efforts, a call center agent will not be able to produce every policy, product, plan, fee, and so on, that make up the company's services and/or products from top of their head. It can be frustrating to flounder around, looking for the right answer to provide a customer. Imagine how a customer feels when having to wait minute after minute as the agent struggles to find the answer.
To access information easily and efficiently, a call center agent must have the right tools, which leads to another problem call center agents face—a lack of proper information and process organization and orchestration. Customer Relationship Management (CRM) applications simply fail to provide call center agents with the best means to successfully manage customer questions, concerns, and complaints, because they lack the ability to understand the context or user interaction. Unfortunately, many call centers “buy in” to CRM vendors sales pitches, making it more difficult for their call center agents to perform in a way that satisfies customers, saves the company money, and increases its bottom line.
If information is not organized in a manner that is easily accessible to a call center agent, that leads to yet another problem—keeping customers on hold for long periods of time. Lengthy average wait times result in a negative customer experience which is the exact opposite of the company's intention in establishing a call center. Anyone who has ever had to call their cable company, their cell phone service provider, or basically any large business, has had to endure waiting unnecessarily for a call center agent to access the tools and information required to resolve their problem. Also, keep in mind that long wait times negatively affect the agent as well. Keeping customers on hold for long periods of time results in increased stress for the call center agent whose main concern is providing the best service possible.
The goal of any call center agent should be to achieve one call resolution. However, when a call center agent is unable to provide a satisfactory experience to a caller, it is not always the agent's fault. The issues mentioned above serve as speed bumps at best and as dead ends at worst. A lack of proper tools impedes call center agents from being able to successfully navigate each call, resulting in unnecessary transfers to other departments, or worse yet, in customers having to call several times and speaking to several call center agents to attain resolution. Such incidents cause the company to operate inefficiently and lose money—a result that not a single call center agent desires.
Call center agents want to do a good job, but they can only do so much on their own. Without the proper tools, even the best-intentioned agents will fall short, resulting in unhappy customers and a loss of revenue for their employer. By providing your call center agents with the best available technological options in the market, you will see an increase in both employee and customer satisfaction.
Jacada has two approaches to solve these problems (and others) that we refer to as Intelligent Agent Engagement. Both approaches battle contact center complexity with Artificial Intelligence (AI) and Robotic Process Automation (RPA).
Source: http://www.jacada.com/blog/obstacles-contact-center-agents-come-across-during-interactions
Publish Date: May 23, 2019 |
All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations.
It can be difficult to maintain customer satisfaction without obstacles, so ensuring that your call center has the best, and most cutting-edge solutions is a necessity that not a single company can afford to go without.
Fortunately, there are several solutions that utilize forward thinking, cutting edge technology to ensure that companies can meet and exceed customer expectations. These “smart” solutions assure a positive customer experience and secure customer loyalty—not to mention cut down on operational costs and increase profits.
Some of the primary concerns regarding call center management are long hold times and an inability to provide one call resolution. While there may be several factors that cause these issues, the underlying factor that results in these issues is that call center agents have inferior navigation tools and a lack of intuitive applications at their disposal.
The best way to resolve customer service center operational issues is to apply the smartest solutions. Jacada, through its Intelligent Self-Service and Intelligent Agent Engagement, specializes in providing smart call center solutions to your operational problems.
Intelligent Self-Service incorporates virtual customer assistants, smart digital routing, and contextual guidance to streamline the customer service journey so that it results in a successful outcome. Due to its digital framework, Intelligent Self-Service also saves your company money.
Intelligent Agent Engagement improves live customer interaction. Intelligent Agent Engagement technology works with the call center agent, not instead of, providing the Customer Service Representative (CSR) with digital tools such as the Smart Agent Assistant and the Unified Agent Desktop. Humanity and technology unite for improved operational efficiency.
Whatever your call center's problems may be, there is no doubt that the only way to resolve them successfully is through an intelligent solution. Jacada can provide truly Intelligent Solutions because it uses only the most modern, up to date, and cutting edge AI, Natural Language Understanding (NLU), and robotic automation technologies available in all of its virtual and digital solutions.
Whatever your call center's intended focus may be—live interaction or automated assistance—Jacada's suite of intelligent solutions will have your call center running more efficiently and more economically. If you want to provide your customers with superior customer service—both live and automated—smart solutions are still the answer. Not only will Jacada's solutions result in happier customers, they will also produce more satisfied employees, creating pleasant synergy felt throughout the entire department.
Source: http://www.jacada.com/blog/smart-solutions-resolve-call-center-operational-issues
Publish Date: May 21, 2019 |
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation.
Much has changed. Today we can contact a company's customer service department via an app on our smart device, we can chat with either a human being or a bot on the company's website, we can send messages via social media platforms such as Twitter, and yes, we can still dial a toll-free number and access a live agent.
While that last option is still available, it is becoming more and more rare. Companies realize that “going digital” offers many benefits—not just for the company, but for the customer as well.
Today's companies are adopting digital solutions at increasing rates. However, the digital surge is not meant to coerce customers into using digital resources, but rather, to enhance the overall customer experience.
Customers value a pleasant customer service journey—one that offers resolution without long wait times, multiple transfers, or repeated calls. Companies are aware that the top of the line digital solutions available in today's market can provide customers with that exact experience—and at a savings to the company.
The better the technology, the more that customers want to use it. In fact, eventually, they prefer to use the company's digital customer service platforms rather than waste valuable time on hold waiting to either connect with a live call center agent or wait while the agent rummages around for the correct information needed to provide resolution.
Digital solutions also provide higher value, plus personalized and capable self-service resources that customers are ultimately very grateful for.
There is no denying that digital adoption is the way of the future, especially when you factor in sociological reasons. Millennials, the generation also referred to as Gen Y, are on the verge of outnumbering both Gen Xers and Baby Boomers. Millennials will soon also have more purchasing power than the two previous generations.
Gen Y feels completely comfortable with all things digital. In fact, over two-thirds of millennial females are at ease solving customer service issues without speaking to a live agent, according to a Capterra study. And over half of Millennials of both sexes enjoy being able to resolve issues on their own, without the assistance of a live call center agent. Think about those facts for a minute—the soon to be largest customer base actually prefers to interact with digital platforms over live call center agents.
When considering all these factors, plus factoring in the potential savings, it is easy to see why companies are pushing for digital solutions to resolve their clients' customer service issues.
Jacada, a provider of both digital solutions and agent engagement solutions seeks to assist customer service organizations in their efforts to provide the next level of customer care.
Source: http://www.jacada.com/blog/companies-push-for-digital-to-enhance-customer-journey
Publish Date: May 16, 2019 |
In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time.
If we utilize technology in our personal lives in order to make our lives run smoothly, economically, and efficiently, doesn't it make sense to apply it in work situations as well?
One of the most remarkable forms of technology one can use to make a call center run more efficiently is Artificial Intelligence. Once a science-fiction device used to enthrall readers, AI is now used in more applications than one might think.
What distinguishes these applications from one another? One word: quality.
AI can be used to enhance the customer service experience both for your customers and your call center agents. Earlier when we mentioned that quality is what sets AI applications apart, we had a very specific experience in mind. How often have you heard complaints about digital systems? How often have even you yourself been frustrated by a low end, poor quality automated system or chat bot? That's where quality comes in. Jacada can provide truly Intelligent Self-Service because it uses only the most modern, up to date, and cutting-edge AI, Natural Language Understanding (NLU), and robotic automation technologies in all of its virtual and digital solutions.
Customers can receive help from an automated Intelligent Customer Assistant who will be able to provide what traditional automated response systems cannot: empathy. In addition to empathy, customers interacting with the Intelligent Customer Assistant can expect faster transaction handling, satisfaction via one call resolution, and most importantly, a pleasant customer service experience. The ICA is also multichannel, available via both voice and the web through the company's website.
Another Intelligent Self-Service solution is offered through Jacada's Visual Assistant. The Visual Assistant is able to provide service via a multitude of convenient platforms, including the company's toll-free number, website, mobile app, and even via SMS or text messaging.
Jacada Interact is another solution which utilizes AI to successfully streamline the customer service experience by incorporating industry-leading AI and Jacada’s own robotic automation technologies to create intelligent bots. Jacada Interact does not require any programming knowledge, instead its user-friendly interface allows you to build and manage automated customer service sequences through an easy-to-use Designer program.
With the help of AI applications such as these, superior customer service can be provided without expensive operating costs such as call centers and other phone or chat channels.
Using such advanced AI in your call center applications streamlines both operations and the customer journey. Imagine a scenario when everyone, customer, call center agent, management, CEO and the Board are all satisfied? Such a situation is not just a call center manager's fantasy—with Jacada Intelligent Self-Service it is an achievable reality.
While most companies are trying to automate the customer service experience, they still recognize the importance of providing a pleasant customer journey to their customers and using Intelligent Self-Service is the smart way to accomplish that.
Learn more by visiting our website at jacada.com.
Source: http://www.jacada.com/blog/companies-use-ai-to-enhance-customer-service-experience
Publish Date: May 14, 2019 |
A few weeks ago, Gartner revealed a pretty stunning prediction: by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned. This development was actually pretty predictable. Core technologies to build intelligent assistants have matured rapidly and are widely available. It triggered a vendor "gold rush" building chatbots. In addition, many scripted bots declared themselves intelligent, adding confusion in the marketplace. Companies implementing chatbots are finding it much harder than they expected, thus the current adjustment.
Chatbots and virtual agents are here to stay! Gartner also predicted rapid penetration of these solutions, from less than 2% last year to over 25% in 2020. There are several fundamental trends driving this adoption. The volume of customer interactions continues to rise while expectations of rapid service grow. Enterprises must harness self-service and automation to scale their customer service. Conservational dialogs make the assistance experience enjoyable and companies more accessible.
The "conversation" needs to shift to what it takes to make an intelligent assistant project successful. On April 25 we will hold an interactive webinar to address YOUR questions. Join here!
[About the author]
Nicolas De Kouchkovsky is a recognized industry expert in customer engagement and customer service. He is a fractional CMO helping small and midsize software companies. Nicolas was previously CMO at Genesys, driving the company’s expansion into the broader multi-channel contact center market. He is also the author together with Opus Research of the Intelligent Assistance and Bot Market landscape.
Titles: Author with Opus Research of Intelligent Assistance and Bot Market Landscape
Founder & Principal of CaCube Consulting
Source: http://www.jacada.com/blog/has-intelligent-assistance-entered-the-trough-of-disillusionment
Publish Date: April 11, 2018 |
It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation. Here are the top 5 customer service automation trends in 2018:
Today, it's critical that your customer experience design and customer service capabilities are prepared to meet the expectations of today’s customers, however, too often agents struggle to cope with the behavior and complexity of so many applications, which are simply not designed with the goal to deliver the optimal customer experience. In 2018, look for more and more companies to be adopting desktop automation, which harmoniously blends the array of existing applications into new customer friendly workflows and tasks that empower agents to focus on the customer instead of wasting time dealing with time consuming system navigation and data entry. In addition, as a byproduct of fully optimizing the way customer service agents interact with their desktop, regardless of channel, they will have more positive energy to personally engage customers, resulting in happy, loyal customers and agents!
At the same time, 2018 should see the continued emergence of robotic process automation (RPA) technology, which is already stirring the winds of change in contact centers by automating the various small, repetitive, everyday tasks which have traditionally played such a significant role in its day to day operations, including opening cases, checking order status, record updates and many more. RPA is thus delivering effective, cost saving solutions to customer service operational and technology challenges. In fact, a KPMG report claims that labor automation through RPA can reduce an organization’s operational costs by 75 percent! At the same time, RPA brings consistency to the customer experience, has a near zero percent error rate, and greatly reduces handle times by enabling the customer service agent to integrate data into fields across all associated systems with only one entry, enhancing the overall customer satisfaction.
With already over 1 billion smart phones users worldwide and growing, the trend towards Visual IVR will continue to gain momentum as well, offering a communication channel that enable users to leverage their devices for customer service on the go by transferring the existing IVR technology onto their phone screens. By simply logging into the company’s website or mobile app customers can access an intuitive, user-friendly visual IVR menu interface. Users can to touch their way through visual menus, speak to a specific call center agent or even view holding time and choose a call back option – all from the comforts of their smart phones. The truth is Visual IVR actually is fulfilling many of the promises Voice IVR was meant to. Now you can deliver an automated and personalized and digital self-service experience to your voice callers, all at the same time!
Another automation technology in customer service more and more companies are beginning to leverage is the chatbot, virtual assistants who can provide fast, cost-effective and human-like customer service. The vast amount of customer data that is collected by companies is used essentially as a data warehousing for an AI system. Together with Natural Language Understanding (NLU) technology, this data can be translated into deep machine learning that creates progressively higher and higher levels of intelligence, and providing them with the ability to ‘learn’ the correct answer to any question over time. As customers today expect to receive instant service across all channels at all times, intelligent virtual personal assistants can be easily deployed on almost any interface, including voice response, mobile apps, SMS, the web, and instant messaging.
Today, the trend toward big data analytics is also helping to automate how businesses communicate with customers. Utilizing complex data sets from various sources, companies are gaining important insights into customer behavior and preferences, and by leveraging these analytics, brands can identify customer pain and passion points more effectively, while even anticipating what customers will ask for in advance, to quickly resolve each customer interaction, which drives sales and lasting customer loyalty. In fact, according to Salesforce, 57% of consumers today are willing to share personal data with companies that send personalized offers and discounts. With such access becoming ever easier, look for more and more brands to finally make the push to leverage customer data from their CRMs to create more tailored and automated customer experiences in 2018.
Indeed, as contact center automation enhances effectiveness and quality, delivering clear, wide ranging benefits at various touch points, the world of customer service is changing rapidly and for the better.
Source: http://www.jacada.com/blog/top-5-automation-trends-in-the-contact-center
Publish Date: March 21, 2018 |
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