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Article : Artificial Intelligence: Friend or Foe? 7 Ways To Turn Your Agents into Superheroes

#contactcenterworld, @ebidotai

EBI.AI, Henry Jinman, Commercial Director

Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go.

Here are 7 ways to turn your contact centre agents into superheroes using conversational AI.

New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives it’s time to think differently and embrace automation to elevate the status of the contact centre agents and make their jobs more engaging.

The aim of AI isn’t to replace people with robots. As former Oracle director Paul Reader said, "Automation is not the future, human augmentation is." From contact centres to factories, AI tools such as bots can reduce costs and increase team efficiency in a matter of months. Automation can be a game changer for customer communication and overall job satisfaction.

Change the mindset, starting with your people and AI will soon become a friend, not a foe. View this technology as the strategic enabler of employee productivity and satisfaction and see service levels, customer loyalty and profits soar.

7 ways to turn your agents into superheroes
Use the latest AI technology to hasten your path to agent superstardom:

  1. Eliminate the mundane - AI liberates agents by taking away the repetitive or mundane tasks, leaving them free to enjoy the challenge of tackling complex or emotionally sensitive calls that only humans can handle.It’s a smart move – by elevating the role of agents, you give them the career they deserve and in motivating them to train and hone their skills, they soon become the superheroes that every contact centre leader wants on their side.

  2. Build caller context - this can take many forms, for example a bot sitting on the front of an IVR menu asking preliminary questions while the customer is waiting or analysing previous customer conversations to build caller profiles. This gives live agents the valuable intelligence they need to answer customer queries with greater speed and efficiency when a call is transferred to them from their virtual colleagues. The latest AI tools can even identify sentiment and notify the agent of a customer’s emotional state of mind. Depending on the outcome of an interaction bots can direct the call to the best-skilled available agent at the appropriate moment.

  3. Provide a warm handover - using Natural Language Processing (NLP), AI can understand the initial query and so provide a warm handover to a live agent who already knows what the person is calling about and doesn't have to ask any unnecessary questions, one of the biggest irritations for customers.

  4. Good memory, good rapport - today’s AI tools are so sophisticated that they can measure customer satisfaction levels based on tone of voice and vocabulary. They speedily recognise repeat callers from voice and then use this intelligence to flag up pertinent information to customer service agents and alert managers to recurring issues that require multiple repeat calls. Memorising the customer experience based on historical evidence drives proactive call resolution and builds customer trust.

  5. Deliver your best ever service - all forms of AI technology such as bots 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! Always predictable, they offer customers a great, consistent service any time of day or night and there’s no limit to the number of users one bot can talk to at once. No matter how many people are already talking to it, yours can answer them right away in natural language – leading to lifelong, positive customer relationships. Meanwhile, agents benefit from additional time to deal with more difficult and complex cases that only humans can handle or can even ask bots for advice on how to respond.

  6. Humans and bots in harmony - when AI works hand in hand with the live agent team, contact centres benefit from all the perks of a human workforce plus the consistency of artificial intelligence to boost first call resolution for enhanced customer experience (CX).

  7. Agent assistance - help new agents hit the ground running and become superheroes in a matter of days. The beauty of AI is that it acts as an agent’s personal assistant. Let new joiners ask questions and allow experienced agents to share their customer success stories with an agent assistant to increase the company knowledge pool. Agents can even ask the bot questions while in conversation with a customer to deliver fast, efficient responses.

It's time to embrace AI as a friend. AI is here to stay and it’s set to revolutionise the way businesses interact with their customers. Start by turning your agents into superheroes

#contactcenterworld, @ebidotai

 


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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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Wednesday, September 25, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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