Boost Call Center Performance with AI and Agent Collaboration - Sestek - ContactCenterWorld.com Blog
As AI continues to rise, it radically changes how work gets done. From consumer goods to telecommunications, from healthcare to financial services, an increasing number of businesses use AI to improve productivity.
This brings along a question: Will AI replace humans?
Researchers say no.
Harvard Business Review’s survey found out that companies which optimized collaboration between humans and AI obtained better performance results in terms of speed, cost savings, revenue, and other key operational measures.
According to Accenture’s report, entitled “Reworking the Revolution,” higher investment in AI and human-machine collaboration could increase revenues by 38% and boost employment by 10% by 2022.
So, it looks like AI is not here to replace us. Instead, we can get the best out of this technology by collaborating with it. Many industries have already combined humans with AI technologies to ensure efficiency and contact centers are among them.
How Contact Centers combine AI and humans?
As the flagships of customer services, contact centers were considered as cost centers. To overcome this, organizations searched for effective ways of cutting costs without sacrificing customer experience. AI-based self-service solutions were the answer.
AI-based self-service solutions enable call centers to automate various tasks with the help of the latest technologies, including chatbots, virtual assistants, conversational IVRs. These technologies enhance customer experience by shortening transaction durations and offering fast and practical answers to customer needs. These self-service automation solutions include various forms of human-AI collaboration to ensure enhanced experience and higher efficiency.
In many call centers today, a customer starts to interact with an AI solution to accomplish a task. This might be a chatbot, a virtual agent, or a conversational IVR menu. Thanks to developments in natural language processing technology, these AI solutions have advanced conversational capabilities. Unlike traditional versions that can only give simple yes-no answers, today’s conversational AI technologies can understand what customers really mean and offer the right solution accordingly.
This means many interactions can start and end with an AI solution without the need for a live agent.
On the other hand, in some applications, AI technologies can provide real-time guidance to agents. So, they don’t need to search for specific information while providing support to customers. AI technologies show the necessary information and save agents from causing long wait times for the customers.
So, when implemented in call centers, AI-based self-service solutions help agents by decreasing their workload and allowing them to spend less time on operational tasks and focus on more crucial tasks.
Human-assisted AI applications aim to help AI technologies to become more accurate in less time. Because the success of AI heavily depends on the data and training methods that are used to fine-tune it, human assistance can help speed up this process.
When implemented in call centers, these applications boost the benefits of AI by eliminating the drawbacks of possible inaccuracies. For example, call center agents step in when AI shorts fall in understanding a customer need or providing an answer accurately. This not only prevents an error that might result in customer dissatisfaction but also trains the system in the long run. Each human intervention helps AI technology to be trained and offer better answers in the following interactions.
A patented technology that combines AI with agents
Sestek’s patented Seamless Agent technology is an example of human-assisted AI. This technology supports AI solutions such as chatbots, conversational IVR, and virtual assistants with live agents. Seamless Agent depends on the idea of preventing any mistakes which AI could make with the help of agents.
For example, when a customer is interacting with a system, and the system detects a customer phrase with low-confidence recognition values, it sends them to a human agent for assistance. The agent then corrects or verifies the decision within seconds before sending it to the customer. This provides a seamless and flawless experience without the customer, even realizing it.
In a short period of time, the need for live agents is minimized due to the increased learning capabilities of the system. The more the system learns, the less assistance of a live agent is required.
Join Our Live Demo
To learn more about Seamless Agent technology, register to our live demo, which will be on Wednesday, August 28th, 2019, at 2:00 PM Istanbul time (+03). At this live demo, our Pre-Sales Director will explain in detail the features of our patented Seamless Agent solution and how it enables the perfect collaboration between agents and AI for that ideal customer experience.
Publish Date: August 19, 2019 5:00 AM
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