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Article : Artificial Intelligence: First Aid for Companies in Challenging Times

#contactcenterworld, @ebidotai, @PRArtistry

Henry Jinman at EBI.AI outlines four ways conversational AI can help and shares a real-life example.

First there were Storms Ciara and Dennis, now Coronavirus. The impacts of the pandemic are changing every minute, causing widespread fear and uncertainty around the world. Frontline teams are under particular pressure as agents struggle to manage surging and often widely fluctuating volumes of customer calls. When disaster strikes, what can businesses do to smooth the peaks and troughs? What can they do to maintain calm in a highly unpredictable environment while continuing to deliver an exceptional customer experience (CX)?

Artificial Intelligence (AI) is already transforming the way businesses interact with their customers by providing faster and better resolutions to customer queries. In the same way businesses are exploring the potential of AI as a valuable crisis management tool, with amazing results.

AI to the rescue: 4 ways to keep calm and carry on

Bring calm to chaos using conversational AI:

1. Create your very own CoronaBot

‘Are you operating normally?’, ‘What is your policy on Coronavirus?’, ‘How can I protect myself?’, ‘Do you provide a delivery service?’, ‘Is there a click and collect service?’, ‘Is it safe to get products delivered?’, ‘Are you running out of stock?’ and ‘How do I contact you?’ - these are just some of the questions customers are asking. Fortunately, AI-driven solutions such as virtual assistants can quickly be trained to answer generic questions accurately and swiftly, taking immense pressure off organisations with growing contact volumes and shrinking teams. The most forward-looking vendors such as EBI.AI are offering AI assistants already pre-trained to answer the most frequently asked questions, free of charge, and they can even be specially configured to address an organisation’s unique set of disaster scenarios.

2. AI assistants never fall sick

Unlike humans. All forms of AI technology such as virtual assistants perform like the model employee – they never get tired, are never sick and because they don’t suffer from emotions, never have a bad day and they don’t need holidays. No matter what time of day or night, AI assistants can answer customer calls right away, in natural language, and there’s no limit to the number of users one assistant can talk to at once. The latest AI solutions automatically extend an organisation’s opening hours, the ideal antidote for surging call volumes and frayed nerves in the middle of a crisis.

3. Build caller context

AI technology has broken down the traditional barriers between man and machine, combining the best of both to increase efficiencies while using real customer interactions to elicit emotionally intelligent, human responses. It can take many forms, from a virtual assistant sitting on the front of an IVR menu asking some preliminary questions while the customer is waiting, to analysing previous customer conversations. The latest AI tools can even identify sentiment and notify the agent of a customer’s emotions or direct the call to the best-skilled available agent.

4. Turn agents into superheroes

AI solutions such as virtual assistants are an agent’s best friend. They are trustworthy personal concierges, always calm under pressure. Using Natural Language Processing (NLP), AI assistants quickly understand a customer’s initial query then pass this valuable intelligence along to the live agent who already knows what the person is calling about. Agents can even ask AI assistants questions while in conversation with a customer to deliver fast, accurate responses. This boosts agent confidence, reducing stress and giving customers much-needed reassurance.

Bot Stina at Stena Line

For ferry companies like Stena Line that constantly operate in changeable conditions, preparedness is everything. Stena Line is a real-world success story in how AI is revolutionising customer interactions and supporting ‘business as usual’ in a crisis.

Several years ago, the company launched the ferry industry’s first ever AI assistant, Stina, to provide fast, efficient responses to simple customer queries such as ferry times, route information, document requirements and luggage or item restrictions. Today, Stina handles 55 different types of enquiry and in 2019, the bot conducted over 21,000 customer conversations.

Over time, the bot has evolved into a strategic business solution. The unlimited learning possibilities offered by AI tangibly support Stena Line’s business continuity and planning activities keeping the company prepared whatever the weather or medical emergency.

#contactcenterworld, @ebidotai, @PRArtistry


About Henry Jinman:
Henry Jinman is Commercial Director of EBI.AI

About EBI.AI:
Company LogoEBI.AI is among the most advanced UK labs to explore the mind-boggling potential of artificial intelligence and chatbots. It has turned its exciting discoveries into natural and valuable tools for all kinds of businesses and the people they work with. EBI.AI's bespoke solutions are delivered through its AI communications
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About PR Artistry:
Company LogoA fresh approach to IT PR and Content Creation that focuses on deliverables. Whether you are looking to scale up, expand, move into new markets or sectors, or in preparation for attracting new investors, whatever your goals, PRA has the experience and skills to provide help, guidance and a useful extra pair of hands. We have over 25 years’ experience in the tech sector and we are still excited by the pace of change and innovation. We can quickly understand the essence of your business and what makes your products and services uniquely compelling. We don’t just create content we promote it and provide a monitoring service to measure success.
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Friday, May 8, 2020

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2024 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
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.


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Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
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Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

5.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
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6.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

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WorkGenda

WorkGenda
WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
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