To say 2020 has been a year of adaptations would be an understatement. The global business impact of the COVID-19 pandemic has caused entire industries to shift their operational models. Arguably, the most significant changes have come within the CCaaS space due to safety precautions around the pandemic. Koopid.ai has been instrumental in integrating AI into the rapid deployment of remote contact centres. Most contact centres are comprised of people sitting in dense offices reliant on that office’s infrastructure. Once that is taken away, contact centres are met with a huge obstacle to assisting customers. Additionally, call volume increased due to other services and industries changing their operational practices all at the same time. At this point, AI-enabled solutions self-servicing, enabled by AI, become extremely important to manage this increased load.
AI Integration Means More Answers, Fewer Channels
“We use AI in multiple ways, particularly in conjunction with Samsung devices,” tells Koopid.ai CEO & Founder Venkatesh Krishnaswamy.
“When an end-customer contacts the business for support Koopid provides a digital channel interface for the customer. This channel can be on a website, a mobile app, social media apps, or SMS. The end-user comes into a Samsung experience driven by Koopid and managed by AI. The job of the AI is to solve the need of the end-user without the services of an agent”
Koopid implements AI via two techniques. The first is natural language, in which the interface may ask the customer what they need help with or to describe the issue in a few words. The Koopid engine will conduct the conversation to get a better understanding of the problem. The engine then accesses the service workflow to provide an appropriate resolution to deliver to the customer. The AI will even use partial sentences to match a database of known issues to keywords from the user. The engine can anticipate the problem and provide a solution immediately. These suggestions are often correct, at which point the user only needs to respond that the AI is leading them in the right direction, and the customer is taken through the steps to resolution.
The second technique uses AI to create a screen-based experience that mimics a mobile app. A customer does not have to download or use a mobile app; rather AI uses their phone screen to recreate a familiar mobile app experience within the browser. The end-user can then navigate the screen to detail their problem by swiping through options and even scanning a product’s barcode if applicable. This method often facilitates a quicker submission and resolution process by using images, videos, and intuitive menus. Krishnaswamy illustrates, “For example, if a customer is having problems with a vacuum cleaner, the AI can request a picture of the product. The engine will then identify the model and take the customer through troubleshooting steps related to that specific model.”
Koopid’s AI Engine Creates a Better CCaaS Experience
Krishnaswamy says faster resolutions leads to a better customer experience. “Also, most customers have smartphones that have conditioned them to having the answers to their questions at the tip of their fingers. But searching the internet cannot help with accepting returns or problems with a specific purchase. With the digital interface we are leveraging, customers do not have to hunt down a 1-800 number to receive a quick resolution to their issue.”
For agents, AI can manage many repetitive parts of their job, such as frequently asked questions or verifying information. Agents can then handle more complex issues that require human engagement.
Koopid’s AI engine allows businesses to take highly manual or training processes and move those processes to automated, streamlined workflows. The more of these that can be solved automatically for the customer improves the depth of self-service and the customer experience. The agents transition from being strictly support resources into advocates for the business. Their job becomes about engaging the customer on issues that enhance the customer’s experience with the business. In the end, Koopid is reimagining how AI can drive CCaaS innovation in a way that improves the quality of every contact for the customer, agent, and business.
