Contact centers are an integral part of many organizations. They’re often the first direct interaction customers have with a business, and first impressions make a big impact.
With this in mind, it’s important to deliver excellent customer service from start to finish, and contact center AI takes this concept to the next level. By utilizing artificial intelligence, agents can provide detailed and customized support to customers. They can also automate tasks, streamlining the work process and providing accurate results faster. This allows agents to increase their productivity while still providing superior customer service.
Contact center AI can provide agents with real-time analytics and insights, empowering them with a better understanding of their customers so they can provide services more efficiently. This enables agents to create personalized, responsive customer service experiences.
We’ll dive into the details of contact center AI a little later. For now, let’s take a look at many of the common problems that can plague contact centers and how they impact agents and customers alike.
Contact centers are a complex network of systems and people designed to provide the best possible customer experience while allowing agents to work productively and efficiently.
Unfortunately, traditional contact center systems come with a host of issues and complications that can have a negative impact on customers and agents alike. Read on to learn more about some of the common problems facing traditional contact centers.
Customers can be quickly turned off by clunky scripts, outdated technology, and overworked staff. This lends itself to a host of problems. The impersonal nature of the scripts can be off-putting to customers, while outdated technology slows everything down and leads to more headaches than not. Overworked agents are often stressed, frustrated, and overwhelmed. This can lead to burnout and high turnover rates, compounding the other issues that make for a poor customer experience.
Agents can experience a variety of challenges and trials that slow down work and leave both agents and customers frustrated with the process. Burnout and stress can prove devastating to the agents’ mental health, reducing the quality of their service and leading to high employee turnover.
Few things frustrate customers more than being unable to reach an agent over the phone. Unfortunately, on busy days without the proper setup, phone lines can quickly become jammed. Technology can glitch, making a bad situation even worse. The end result is overwhelmed agents, aggravated customers, and an overall decline in service satisfaction.
Without the proper information on both customers and services, agents can’t be expected to perform their tasks efficiently. Analytics and reporting are both key components in providing a customized, satisfying experience for customers.
In this world of hackers, scams, and phishing attacks, customer data security has never been more important. Call centers can access sensitive data that needs to be closely protected. Without this security, customers can quickly lose faith in a company’s ability to keep their data safe.
While contact centers can come with unexpected issues, artificial intelligence is working overtime to streamline processes and provide satisfying results for customers while helping agents achieve maximum efficiency without causing burnout.
Here are a few of the features contact center AI can offer companies looking to revolutionize their customer service experience.
AI has the power to analyze customer data and provide feedback that gives agents a deeper understanding of their callers. This personalization improves the customer experience, making customers feel a human connection with the agent they’re talking to.
AI-powered virtual assistants and chatbots can give customers instant answers to common problems and questions. With the proper technology and AI assistance, chatbots can provide a fast, efficient experience that cuts down on call times and gives customers the answers they need.
Customers still have questions and issues outside of regular business hours, and they don’t like to wait to get their problems solved. An AI-driven technical support system can give customers round-the-clock access to the information they need. Not only does this improve customer satisfaction, it can increase the rate of resolution and cut down on the strain agents experience during regular working hours.
AI-driven systems can provide continuous support, even outside regular business hours, ensuring customers always have access to help.
Now that you’ve learned about the clear advantages AI contact center technology offers to businesses, what do you look for in your AI? Below, we’ve outlined a few helpful suggestions to keep in mind while searching for the perfect contact center AI for your needs, your business, and your customers.
AI is a great resource for tracking agent performance, script compliance, and success rates. It can calculate results, pinpoint areas for improvement, and give agents clear goals.
Routine tasks can slow down a business operation, especially when those employees and resources could be better used. Artificial intelligence can be set up to deal with daily routine tasks so agents don’t have to. Contact center AI can route calls, summarize transcripts, and perform other tasks so agents can focus on other, more pressing priorities.
Your AI contact center technology should come with features to improve productivity, streamline the workflow, and lower operational costs in the process.
Your AI system should be able to optimize scheduling and provide real-time performance monitoring. The added information can help the contact center AI reduce inefficiencies and offer accurate, comprehensive forecasting.
AI offers a uniquely comprehensive resource capable of providing next-level analytics and reporting. Contact center AI can easily go through enormous datasets to determine potential future issues, pain points, and how to best improve the customer service experience.
AI can analyze vast datasets to identify trends, predict customer behavior, and anticipate potential problems, enabling proactive customer service. This helps to reduce agent stress and burnout by reducing the number of repetitive tasks and ensuring consistent results across the board.
Since 2001, Platform28 has provided the latest and most cutting-edge cloud contact center as a service (CCaaS). Our mission is to help other companies develop a solid, positive relationship with their customers via extraordinary customer service.
Platform28 is composed of contact center strategy consultants and experts in their fields. Together, our consultants provide the AI contact center results you need to take your business to the next level. They analyze your company’s unique needs and provide a comprehensive strategy made up of digital, voice, and automated interactions.
Above all, Platform28 is committed to building strong relationships with customers. The right technology can optimize your contact center, provide customized customer support, and give agents the freedom and resources they need.
Platform28’s CCaaS technology is about bridging the gap between people and brands to create a mutually beneficial relationship that can stand the test of time. Our Omnichannel Workspace for agents and 100% open API framework optimizes efficient integration, allowing for a seamless integration with apps and technology already being used by your company.
We understand that excellent customer service is the lifeblood of your team. We believe that technology can either alienate or connect. That’s why we built our CCaaS technology to bridge the gap and bring people and brands closer together.
Our technology helps our customers deliver exceptional client experiences at scale more efficiently with a passionate, collaborative approach—helping their clients feel heard and respected.
Find out how Platform28 can revolutionize your customer experience with contact center AI.