Artificial intelligence is gradually pervading all facets of life, from industry-specific applications tailored to manage and automate routine tasks to consumer-oriented solutions like Alexa and Siri. The call center is the best place for AI, capable of filling in data caps to help agents, and manage calls with ease. One of the best applications of AI in the call center is predictive analytics. Intelligent software can combine all existing information about a client, for example, and relate it to analytical models for emotion and behavior. By examining the information in this concept, the software can better acquaint agents of clients’ preference and needs, aiding them to deliver a superior quality client engagement.
Analytics may also be used for on-demand agent training based on a number of metrics for measuring efficiency and success. Voice analytics are a great tool for producing an extrapolative analysis of an agent’s effectiveness, indicating patterns of both good and poor exchanges to create a general representation of agent performances. Call center managers may also carry out instantaneous monitoring of the agent’s voice pitch, their use of scripting and their use of keywords in customers chats and on social media. Bosses may elect to intercept a undesirable interaction in real time to maintain clients’ satisfaction, and can also employ performance analytics to coach and train their agents better.
The Everchanging World of AI Call Center
A few years ago, not many would have expected big shifts away from the traditional call center models and toward a high tech-driven contact center model. Companies that have already employed AI call center models seem to be miles ahead of those who still employ old call center models. However, its not all doom and gloom for those who are yet to embrace artificial intelligence in their call centers since the technology is still at its infancy.
There is no doubt, the pendulum of service is swinging hard and fast in the direction of sleek, efficient, tech centric contact centers. It’s the service model everyone prefers. Nevertheless, the use of artificial intelligence is not that extensive for a considerable sector of the call center business as companies work to find the right balance between digital efficiency and personalized customer care. Today, we are going to revisit the everchanging AI call center to examine the progress already made, what the future holds and how much longer traditional call centers can endure in the age of artificial intelligence.
Future Lies with Problem-Solving Bots
Experts predict that all customer interactions will be managed by chat bots and AI in a year or two. However, considering the amount of investments being put in artificial intelligence today, businesses will be able to take their chatbots to the next level sooner rather than later. The future is having chatbots that can go beyond providing information and into the realm of actually solving the client’s need. A considerable amount of information provision work of traditional call centers is already being carried out by bots.
Farewell Humans, Hello Humanizing
As reported by BI Intelligence Customer Service, it takes 12 positive client interactions to make up for just one bad one. That means the scholars, technologists and managers who are converting call centers into complex and AI-enabled contact centers have to bear in mind that there will constantly be a huge human element to all contact center engagements. This further highlight that human emotion will shape contact center interactions without regard to how many bots are involved.
This year has already seen a significant focus on humanizing the customer service experience. It means taking into account the fact that customers want to be treated like the humans they are and not like a business transaction. As e-commerce businesses are fast learning, no matter how tech savvy customers are or how digital an experience is, customers still desire bespoke interaction. As business executives and customer service experts search for ways to automate client engagements, they must also take time to determine where in the customer support journey human-to-human engagement is required and where artificial intelligence can handle the job.
It’s imperative to understand that humanizing doesn’t essentially employing a real person, but rather allowing for human behaviors in all delegation. As you know, care still has an important role in customer service and that’s why “humanizing the customer journey” is essential.
Understanding Every Touch Point
Today, businesses are able to understand each individual customer at a deeper level due to the fact that companies have already gathered a huge amount of customer data and analytic over the years. In simple terms, organizations have digitally captured every customer touchpoint. With smart data analytics and AI tools companies can attain a high level of customer service, personalizing communication and support based on the person’s interaction to date. By creating a more personally relevant experience for each customer, companies can start resolving potential service needs or issues before they happen. At the end of the day, the better you know your customer, the better you are able to anticipate their desires. With a full view of all touchpoints, AI contact centers will be able to detect prospects to aggressively reduce, eliminate or just address customer service problems.
Obliteration of Traditional Call Centers
Analytics, chatbots and artificial intelligence are destroying the old call-centric customer service center model, but it’s not a story of obliteration. This is another episode in the chronicles of “fast, transformative industry change.” For those on frontlines of the global call center the changes they see and experience this year will be relentless. Old call centers with huge number of representatives will reduce by great margins while artificial intelligence will help replace them while maintaining their efficiency. New roles in the optimization of the customer journey will grow and increase. This will mark a giant leap forward toward more use of chatbots, superior automation, intricate quest to achieve humanized engagement in digital world and another step away from sweeping call center models.