This week, NICE inContact made the major announcement that among the Spring 2021 release of CXone it included first-of-its-kind artificial intelligence (AI) innovations.
These, NICE informed the world, were real-time interaction guidance for agents and self-service capabilities expansions.
It allowed organisations to essentially leverage industry-first NICE Enlighten AI models to guide agents at the point-of-service. The effect of this? It boosts customer satisfaction in real-time.
In addition, the solution will also allow for businesses to add custom apps as digital channels and offers up a new ‘no-code’ integration framework to ‘bring your own’ virtual agents from Google and others.
These sparkling new features in CXone Workforce Engagement will provide agents with anytime, anywhere mobile scheduling and streamlines coaching efforts.
This is obviously, significant, as was what NICE had to say about the development personally. Paul Jarman, NICE InContact CEO, said:
“By focusing on building in agility through four key pillars – AI, digital engagement, self-service, and agent empowerment – CXone is setting the standard for delivering the latest innovations that build customer relationships that last”
These four key pillars mentioned by Jarman are of vital importance in the world of CX, so let’s look at each one in more detail.
How AI Builds CX Agility
It’s common knowledge that AI has transformed our everyday lives. But how does it help build agility in the CX world? The answer is in many ways. It offers up automated digital onboarding, which allows customers to sign up for new services without giving it a second thought. One of the most important offerings from AI is the omni-channel offering, which gives customers a digital-first approach to empower customers with the right level of support through multiple channels. This, in turn, allows them to navigate freely through a businesses, and with ease. Personalised recommendations is another AI feature. An example of this is when Spotify or Netflix make suggestions for music, podcasts and TV programmes or films based on the things customers watched or listened to previously.
How Digital Enhancement Builds CX Agility
We’re in the midst of the technological revolution and so it’s expected that businesses offer up a unique digital-first offering to customers. But when it comes to CX, what does this really mean? The answer is a few different things. The digital CX agent is a shift from that the original call centre agent had been previously. They have a CX background but their job role has changed and it has been adapted to include in part a marketing role in many businesses. The talent and skill-set of the agent is now something widely considered when hiring, with terms such as empathy and engagement making all the difference to the position, and the company. With this ‘type’ of live agent though, brings AI as a partnership in offering up omni-channel experiences to enhance CX and support the worker in their role. In short, gone are the days of reading from long scripts to win over business.
How Self-Service Builds CX Agility
Personalisation, guided conversations and a seamless CX. These aren’t buzzwords but what CX self-service offers customers. The best self-service websites actually go beyond just the website, allowing the same level of service across all the platforms where consumers want to engage. It’s important to allow consumers to get in touch with a live agent at any point along their self-service interaction and enable that interaction to happen within the existing channel (vs. asking a consumer to call a hotline or fill out a form). Consider offering escalation via text chat, voice call, or video call. Video can be especially helpful if consumers or agents need to physically show a product or situation to one another.
How Agent Empowerment Builds CX Agility
Empowered agents display more confidence and empathy towards customers, and they share it fellow workers to create a community for all involved. But empowering agents has more effects than just confidence. Really getting to know the brand and business improves their problem-solving skills, allowing them to provide more knowledgeable assistance.
To conclude, contact centres have so many options with ways to connect with their customers. And with the added omni-channel offerings and workforce management solutions, customers, agents and businesses are being empowered more than ever, despite the chaos caused by the pandemic. But if it’s taught us anything, it’s that in order to stay afloat, companies must be agile in their CX offerings, adopting the right tools to move the business forward.
