Some of the most innovative AI tools such as chatbots can revolutionise your contact centre, but where do you start? Stay focused, educate agents and make technology the strategic enabler. Thomas Rødseth, Chief Technical Officer of Puzzel, shares his 3-point plan for kickstarting your own AI revolution
When used effectively, Artificial Intelligence (AI) through tools such as Chatbots and Agent Assistants have the power to completely transform your brand’s customer experience (CX). However, there’s a wealth of often confusing information available on the new technology, which could be proving to be a barrier to using these resources to put an effective strategy in place. Recent research conducted by Microsoft reveals that over half of business leaders (51%) in the UK say their organisation does not have any kind of AI strategy in place.[i] Meanwhile, Gartner warns that any customer-facing brand that is not already making moves to deploy a conversational AI platform "runs the risk of being left behind by the competition."
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In Puzzel’s own experience, innovative AI tools such as chatbots are already carving out a great opportunity for contact centres to boost agent productivity and increase customer satisfaction in one go. So, just how do you cut through the noise and make AI a key part of your contact centre? A pragmatic approach is vital - here’s our 3-point plan to help get you started:
3 steps to AI success
Make AI an intrinsic part of your CX strategy. Done well, AI bridges the digital and human worlds by ensuring live agents have all the information they need, at the time of hand-over, to deliver a complete and satisfying customer interaction. AI offers practically unlimited capabilities by assessing customer conversations to improve service levels. For example, by anticipating customer needs and introducing products based on previous purchase history.
Now is the time to act. Learn from others, involve the right partners, set clear goals, stay focused, educate agents and choose technology that is easy to use, flexible, future-proof and best meets the needs of your business.
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Published: Friday, July 17, 2020
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