Bringing conversational AI into the contact centre
Artificial Intelligence is a common component of the modern Contact Centre. As companies strive to find ways of better serving their customers in a competitive world, AI offers an excellent opportunity to stand out. Through intelligent systems, it’s easier for companies to collect and analyse huge amounts of valuable customer data.
We can use AI to support the modern contact centre agent, giving them instant access to information with a single verbal command, or automating repetitive tasks. Conversational AI is one more recent innovation in the AI landscape for contact centres. This element of the AI umbrella is particularly useful for customer self-service, and the development of virtual assistants.
Conversational AI refers to the AI tools and bots that can respond to conversational language, rather than just written commands and keywords. Conversational systems can include the smart assistants that understand human language and deliver relevant responses in a self-service IVR system. A conversational solution can also pinpoint terms in a client query and use those words to pull information from a database to help agents deliver better service.
So, how can companies best use conversational AI for CX?
Remember to pay attention to the feedback customers give you about your conversational systems too. Are they delivering a friendly and reliable experience?
The conversations that customers have with contact centres can make or break their opinions about a brand. In the modern world, discussions don’t just happen between humans. The most valuable conversations can also occur between your employees, your customers, and the technology you use every day. Learning how to implement conversational services effectively could be the key to driving more immersive experiences for customers.