AI For Customer Experience: 5 Key Use Cases

There are a ton of ways in which businesses across a wide range of industries can use #artificialintelligence to enhance the customer experience and deliver better business outcomes, including cost savings and a boost in agent productivity. Here's how ??

1?? Deflecting Calls

There are many #customerservice AI tools that deflect calls in a variety of ways —?like conversational AI. Similar to how IVR (interactive voice response) menus on the phone provide simple, pre-recorded answers to frequently asked questions, conversational AI can do the same thing with your website’s live chat window, and even digital channels like WhatsApp. In Dialpad, the Ai Virtual Assistant can answer different questions with text, images, and video —no coding needed.

2?? Helping Agents In Real-Time

#AI can ensure that all your agents are providing a consistently high level of service to customers, regardless of skillset. Dialpad’s real-time Ai Agent Assist, for instance, automatically searches all of your connected knowledge sources to pull relevant information when it matters most.

3?? Automating Tasks For Agents

AI can help agents with after-call work by suggesting dispositions based on the content of the call. Dialpad Ai can transcribe and highlight key moments, questions, and action items from a call, which allows agents to focus on the conversation instead of taking notes.

4?? Informing Staffing And Training Decisions

AI can help supervisors improve their contact center training materials and the overall customer experience. For example, with Dialpad Ai’s speech recognition ability, supervisors can create “Custom Moments” to track specific keywords and topics, like “money back,” “refund,” or “cancel” — and make decision to improve policies and business offerings overall.

5?? Real-Time Customer Insights

Finally, AI can help you provide a better customer experience by surfacing valuable insights, without manually digging through different dashboards and reporting tools. Dialpad Ai Contact Center comes with built-in analytics that show everything from call volumes to average speed to answer and average handle time. It can also infer customer satisfaction (CSAT) scores without the need to run surveys.

If you have overwhelmed agents and/or supervisors, low visibility into customer feedback, or just a nagging feeling that your contact center could be operating more efficiently, it’s worth looking at how AI can help. Explore more of what Dialpad Ai can do for your business here ??