Communication Business – Introducing AI to Contact Centers

AI For Business


It's widely recognized that the next generation contact center will be powered by artificial intelligence (AI). From chat and voice bots to agent assistants, AI tools can impact every area of ​​the contact center. A recent survey by Deloitte showed that one in six contact centers have deployed generative AI (gen AI) capabilities in their contact centers. This number is expected to grow as more people see the benefits of adopting this transformative technology.

In particular, contact centers can gain significant benefits from adopting AI tools, including increased customer satisfaction (CSAT), improved first contact resolution (FCR), and reduced interaction handle times. AI tools hold the key to transforming customer experience in contact centers.

According to Deloitte Digital Research, the top priorities for contact center leaders are improving customer experience and efficiency: companies using Generation AI score 57% better in these areas, compared to 35% for those who plan to adopt AI in the future.

Use of AI

So how are these tools already being used? We already use versions of AI tools in all aspects of our daily lives. One example is the multitude of voice bots that we rely on on a daily basis. Most of us don't think twice about asking tools like Siri or Alexa for the weather, news headlines, or to set a timer.

In the business world, AI tools are already improving productivity and decision-making in industries like healthcare and financial services. One of the most immediate impacts is seen in streamlining administrative processes in hospitals, where some hospitals are using AI to review patient records and medical policies to address insurance claim denials.

But using AI in the contact centre also comes with the challenge of not losing sight of the importance of the human touch.

“Human-like” interactions

AI has already proven to be faster, more reliable, and more accurate than humans when it comes to data analysis. However, contact center AI tools like agent assistants and customer-facing virtual agents (chat bots and voice bots) need to be able to interact with customers and agents in a conversational and compelling way.

For example, if a customer reports being dissatisfied with a service, a human agent may be able to detect the caller's dissatisfaction, but a basic AI system that relies on natural language understanding and doesn't take into account context or customer sentiment may reach the wrong conclusion.

While text-based chatbots are already commonplace, voice bots in contact centers need to be much smarter, offering reaction times more typical of human conversations, and be able to interpret conversational nuances and tone-of-voice indicators, not just in terms of what the bot is being asked, but how it is being asked.

When it comes to AI agent assistants, these tools need to act in place of humans without compromising the quality of the agent assistance. Ultimately, this will free up busy admins' time for more important tasks.

Contact Center Design

If contact centers don't adapt and evolve, they risk being left behind by the AI ​​revolution. Without modern tools, unfortunately, contact centers can become a roadblock to customers, rather than a problem solver.

AI assistants ultimately deliver faster customer service because they can access and interpret customer data and handle inquiries on their own, freeing up human agents to take on more complex calls and issues. According to a Deloitte study, companies that use Generation AI are 35% less likely to report that their agents feel overwhelmed by the information in front of them during calls.

In addition to intervening on behalf of humans, they are also used by human agents in the background – capturing relevant information in real time, assisting human agents with the “next best action” throughout the entire customer interaction, and providing clear notes and transcripts after the call ends.

It's important to remember that AI tools will ultimately not replace human workers, but will become an extension of the workforce. Rather, they will empower contact center workers to deliver even higher levels of service.

While it may still be in its early stages of adoption, AI technology will soon become an essential tool in the contact center toolbox, working in tandem with human agents to increase productivity and save valuable time.

The AI-powered call center of the future will be built on the tools we already use in our daily lives and focused on empowering agents to deliver the highest standards of customer service.

This opinion piece appeared in the July 2024 print edition. Read the full magazine article here.



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