AI for contact centres

Artificial intelligence, more commonly known as AI, has now become an essential part in the tools contact centres and call centres use daily. AI is used as part of their customer service strategies to improve customer satisfaction. 

Before the advent of AI for contact centres, thousands of hours of customer-agent interaction were recorded. Recordings then had to be sent to quality control teams for them to review and provide feedback. In reality, analysing the data in its entirety wasn’t humanly possible due to the sheer volume of information. Some random samples were analysed, but it was nowhere near as efficient and as productive as using AI in customer-agent interactions. AI truly revolutionised the way customers and contact centres agents interact. It improves the experience for the customer while providing contact centres’ agents with useful feedback to improve their customer service skills in real-time.

Of course, AI alone is not capable of detecting all nuances of human emotions, and can’t fulfill all customer needs. However, it can provide incredible results leading to high customer satisfaction and improved customer retention. 

We’ve already talked about how customer service is one of the most important aspects of your business. It is vital that you put the necessary resources into it. A great performance from your agents is part of that. Find out below exactly how AI can improve your contact centre agents’ performance, in turn, improving overall productivity in your business.

Real-Time Feedback 

Customers are given surveys in real-time with our AI-powered Salesforce app. This provides intelligent customer feedback for the contact centre agent to process and improve.  Our technology also categorises the feedback automatically. The agents who are struggling are identified right away and can get additional support to improve their performance.

Service Efficiency

While every customer service team member strives to be able to respond and deal with any query in a competent and timely manner, the reality is that it’s not always possible. Some agents may be new and inexperienced, or they may not be familiar with the details of a complex case. Our service efficiency tool takes care of that. Using automatic case categorisation AI, the case will be sent to the most competent team or individual. This avoids frustration and long waiting times for the customer. Our tool is also able to identify emotions and prioritise cases based on those emotions. This feature will allow you to identify the areas of weaknesses skills in your agents, and give them support where needed to improve their knowledge.

Quality Assurance

Our quality assurance tool was designed to help you measure the quality of the customer service your teams are giving on a daily basis. It automatically checks for emotions and sentiments expressed by both customers and agents and provides helpful insight for QA teams. This tool can also be used to flag compliance errors as they happen. This will help managers and agents find immediate solutions to correct these errors and ensure that they give the highest standard of customer service.

If you would like to know more about AI, or request a demo, please get in touch with us.

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