Artificial Intelligence isn’t just a futuristic concept for today’s contact centres anymore. Increasingly, companies of all sizes are seeing AI as a table-stakes solution for ensuring consistent, valuable support for customers from all backgrounds.
Artificial Intelligence is at the core of any company’s strategy for self-service and customer support. The AI environment also assists employees in accessing information quickly and supports business leaders in collecting and analysing larger amounts of data.
Let’s explore just some of the ways that AI in the contact centre can improve your CX.
1. Empowering Modern Employees
When used correctly, Artificial Intelligence tools like Agent Assistants and Chatbots can transform the brand and customer experience. Rather than asking your employees to manually find solutions to their problems with complex searching processes, you can provide them with digital assistants who can quickly find information on their behalf.
AI virtual assistants and chatbots are already driving excellent new opportunities in contact centres to improve agent productivity and enhance customer satisfaction. With the right virtual assistant in the staff environment, employees can get instant information about services and products, find details about certain customers and more.
2. Delivering Self-Service
With chatbots and virtual assistants, it’s also possible to provide customers with ways to solve their own problems and answer common questions. Chatbot technology, conversational bots, and other automated tools can easily pull information from databases to support customers who want to solve their own problems fast.
Bots can offer responses to customer questions in a chat environment or understand customer queries through natural language understanding and processing. An IVR solution with natural language understanding could even solve customer problems over the phone before they reach an agent. The most intelligent systems can even use information about a customer to suggest the most valuable products and services a customer might be interested in when they’re browsing your website or offer reminders on when they need to re-subscribe.
3. Better Data Analysis
One of the most important things that today’s AI systems can do is collect and analyse data at an incredible speed. Companies today collect massive amounts of information from their customers in every conversation. However, analysing and using that data without AI assistance would be difficult. Today’s companies can use AI bots to collect data and look for trends or actionable insights that would make the contact centre more effective.
Improved data analysis ensures that businesses of all sizes can leverage valuable information when determining which channels to add to their omnichannel contact centre, or when they should prepare their companies for changes in peak demand. Artificial intelligence can examine everything from the sentiment your customers have for your company, to which of your employees are delivering the best outcomes.
New Opportunities for Growth
The options above are just three of the most significant ways that artificial intelligence can support the contact centre. However, there’s still plenty of room for extra development and new opportunities. Artificial intelligence has the power to strengthen the way we understand our customers and provide an insight into the journeys that buyers take.
It’s time for all contact centres to become a little more intelligent.
