63% of consumers said brands need to listen to their feedback better, while 60% of consumers said they would buy more if their interactions with brands improved. Nowadays, omnichannel interaction is becoming a trend to enhance customer experience. To maximize its potential, brands need to know how to enhance customer services with AI.
In the field of customer experience, AI offers more than just automating tasks. AI can also leverage customer data to provide essential information to agents and help to rebalance workloads appropriately for maximum performance.
AI capable of natural language processing
Customers are not always able to articulate or express their problem accurately. It can also be a problem for agents who can’t explain it to their customers.
However, Artificial Intelligence can track every interaction across a multitude of touchpoints — including voice and text. The AI can then route calls to contact centers and record a full history. So AI will help portray customers who need support and what their problems are.
AI provides interactive voices and virtual assistants
AI with natural language processing ability, good support for virtual agents, especially in chatbot channels. Voice responses with lots of interaction give customers a sense of trust and usefulness instead of memorized and frustrating answers.
This can bring many benefits internally. For example, at a time when Allstate Insurance upgraded the commercial line for small businesses, its 10,000 agents clogged internal contact centers with questions about how policies worked and how to implement them. To help meet this workload, the company has developed a virtual assistant called “ABIe” (pronounced “Abby”), which is fully equipped with knowledge of the words, phrases and data needed to provide potential responses. ABIe currently processes more than 100,000 queries per month from agents and internal employees.
AI helps automate quality management
AI in the contact center can automatically monitor agent performance, successfully process calls, and comply with available scripts. With that information, AI-powered contact centers can provide real-time insights, which will help with quality management.
By automating the quality assurance process, objective, standardized analysis and scoring, businesses will save on resource provisioning costs and gain access to a range of insights. This will also improve the quality of service and experience of contact center employees by providing more comprehensive, objective insights into their performance.
Although AI plays a significant role in collecting information and clearly portraying customer portraits. However, to create emotions and wow experiences for customers, it still requires human presence and real communication from contact centers. SOI.Pro with many years of experience in the field of providing personnel for contact centers, SOI.Pro will bring businesses the best and most suitable personnel. For more information about this package, please click here.
To improve service quality and create impressive experiences with customers. Please contact SOI.Pro for more information!
Hotline: 0962 08 00 55
Email: info@soi.pro.vn
