Genesys: Gone are the Days of Robotic Robotics

From offering support to empathy, AI helps live agents be all the more human

Genesys Insights
Genesys: Gone are the Days of Robotic Robotics

Artificial Intelligence can improve businesses ten-fold in a variety of ways. It helps better connect the customer to the right agent, meaning first-time right answers to calls are increased, wait times are reduced and customer loyalty can span decades.  

A new study from Gartner anticipates that by 2025, a staggering 50% of agents will use a virtual assistant on a daily basis. Even more shocking is that this figure is up from just 2% in 2019. 

So how does AI help boost a workforce? CX Today welcomes Rik McCrossan, Strategic Business Director of contact centre solutions leader Genesys, for an exclusive insight into how AI drives CX through aiding a workforce.  

Unifying Agent and Customer  

“AI doesn’t just improve the customer experience; it offers tangible benefits for employees as well. One of the greatest strengths is its ability to unify, connect and personalise experiences throughout the customer journey,” says McCrossan.  

First-time right responses have become all the more crucial, particularly as nations grapple with the COVID-19 pandemic. Despite the major vaccine rollout taking place across the globe, customers remain anxious, stressed and highly emotional. Many calls are being prompted by finance issues, health and even bereavement. For this reason, it’s vital customer enquiries are handled both delicately, and efficiently. This is where AI is most useful. McCrossan adds:

When a person needs assistance, AI can select and connect the most-appropriate employee available to help, by analysing past interactions and activities. This means challenges can be resolved as quickly as possible, and employees feel confident they are the best person to resolve queries 

Right Tools for the Job  

Long gone are the days of agents handling all customer enquiries. Many firms are using machine learning to not only support a workforce but also to better educate agents on the job. This is important from a sales perspective, McCrossan says, as boosting business is all about engagement.  

“AI also gives companies a deeper understanding of how to use resources, abilities and tools for future interactions. Instead of having agents reach out to potential customers browsing a site at random, AI can help win and keep prospects and customers online by engaging them at the right time”

He explains: This makes the best use of an employee’s time, ensuring that when they reach out to a customer, it’s because that person actually wants or needs help. 

Workforce Management  

One of the positives that has come out of the COVID-19 pandemic is how businesses have adapted their working from home policies. Workforces have a better work-life balance, with many reporting higher rates of job satisfaction due to the end of the 9-5 commute.  

But AI can also help improve a live agent’s job satisfaction. The mundane jobs of answering the telephone call, diverting customers and even logging details and security checks are things that machines can and should be doing. McCrossan says: “Job satisfaction is also very important for employees. Fortunately, AI makes an employee’s job more satisfying because automation takes care of the menial tasks. This allows employees to focus on more fulfilling and higher-priority tasks, which is a key factor in creating a more enjoyable experience” 

In summary, AI remains a powerful tool used throughout businesses. Despite the good it achieves it should be used in conjunction with live agents, not instead of. The teamwork between a live agents and AI has numerous benefits across all aspects of a business. The trick, is just how AI is being used.  


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