Metrigy research has examined ways contact centres are using AI to boost workforce optimisation in a brand new study with variable results.
Up to 45% of companies are using AI for call recording, speech analytics and to evaluate agent performance, while 44% are using it for transcription services to reduce post-call work and improve agent efficiency.
Around 42% are using AI for virtual assistants to help guide agents during interactions. This compares to the same figure using it for predictive analytics to help suggest staffing changes and finally, 37% use AI to pair chatbots with self-service for escalation to live agents.
Findings show the variable ways in which businesses are adopting AI to improve CX and better run their businesses.
The study, a WFO benchmark study, also delved into whether businesses are or are planning to use AI to help analyse big data in the terms of unstructured data, also known as open-ended customer comments during calls or interactions in real-time.
41.5% of businesses are already doing this today, results show. This is compared to 14.8% planning on adopting this in 2021 and 35.4% planning it for next year in 2022.
4.3% are evaluating the matter and 1.8% have no plans to do so. The remainder are undecided.
Active listening is a behavioural technique for live agents on real-time voice calls or live chats. It also can happen across all voice and digital channels, with or without agents. The Metrigy study also found that 38.7% of companies are this year planning on implementing active listening, which helps live or virtual agents to understand the customer’s issue, respond appropriately, and more effectively. 36.9% are already using this, 11.4% are planning on using it for 2022 and 6.5% are evaluating it.
The remaining figure is a mix between participants not planning on using active listening or are unsure as to whether they will adopt it in the future.
