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Article : Call Centre AI Needs Knowledge

#contactcenterworld, @1stream_

It's near impossible to browse an IT journal without landing on the latest story of how chatbots, artificial intelligence (AI) and machine learning are going to reshape our future. This trend is mirrored in the focus placed on automation in the contact centre space by industry analysts such as Gartner, which predict this technology will become mainstream in the next two to five years.

While many new technologies embed themselves into industry standards gradually, being rolled out with the next version update after cresting Gartner's hype curve, automation may well be the one to buck this trend and be a much-needed disruptor in the contact centre industry, according to Jed Hewson, co-founder and joint CEO of 1Stream.

When we think about what automation can do for a contact centre, our minds go immediately to chatbots, an automated chat system that can provide quick and efficient solutions to a customer's query. But, more than this, automation can take the form of a computerised system that can ‘listen' to contact centre interactions and assess them, providing a customer satisfaction score or flagging them for further evaluation. An agent's role can also be enhanced through automation by being able to enter the reason for a customer's call into a search engine and being offered the best possible solution or answer from the system's knowledge base.

While it is almost impossible to make accurate predictions, as a single invention such as the smartphone has the potential to disrupt entire industries, we could well see automation remove the need for customers to interact directly with a contact centre completely.

As virtual assistants (VAs) such as Apple's Siri become increasingly prevalent and consumers become more comfortable with the idea of interacting with machines, the relationship that humans have with these machines will evolve. Rather than a consumer contacting a call centre, the VA takes responsibility for managing this process, either resolving the consumer's query itself or connecting with the contact centre via established computerised links. This effectively eliminates the need for a consumer to sit in a queue or work through frustrating IVR systems.

The potential of this automation technology is far-reaching, with benefits for both the customer and the contact centre. Not only does AI and machine learning allow for 24/7 service, but queuing for the next available agent becomes a thing of the past. Customers are also able to receive almost immediate resolution to their query, and in a language of their choice, providing a more personalised customer experience.

Naturally, the benefit to the business's bottom line is significant, considering agents typically make up 70% of a contact centre's expenditure. Shifting reliance to automated solutions means reduced premises requirements, reduced management overheads and reduced income losses due to shrinkage.

There is, however, an important aspect of automation that, if not given adequate attention, can become a considerable limitation on its success: automation and its component parts (virtual assistants, deep learning, machine learning and cognitive computing) are only as strong as the knowledge base on which they depend.

Forward-thinking contact centres should be looking at how they can prepare so that they are poised and ready to make the most of automation when the time is right. This means building FAQ and knowledge base engines that can assist human agents and be the basis on which all automation is built.

Beginning this process sooner rather than later allows contact centres to draw on their agents' expertise in ensuring the information contained in the knowledge base is accurate and comprehensive, so that it will be sophisticated enough to handle automation when implemented.

There is no doubt that automation needs knowledge, and having a successful contact centre of the future starts now.

#contactcenterworld, @1stream_

Posted by Veronica Silva Cusi, news correspondent

About 1Stream:
Company Logo1Stream are providers of Hosted Contact Centre technology. The hosted or “software as a service” model offers affordable, pay-per-use access to world-class technology including a complete range of multi-media applications to route, record and report on any contact centre activity. 1Stream also offers ongoing support and consulting services to help clients extract maximum value from their technology services.
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Today's Tip of the Day - Keep Your Options Open

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

Published: Monday, August 6, 2018

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2021 Buyers Guide Automation


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

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