Contact Center AI: Deliver Enhanced Customer Experience

What do you think can be the most efficient way to retain customers??

Some might answer this question by saying that it is possible by identifying the needs of the target market and selling the right product accordingly, some will say that it is possible by giving a price favor to the customers or others may argue that customers can be retained by making a memorable brand or strong online brand visibility and a lot of other reasons can be offered.?

But do you know??

It is stated in a study that, According to customers themselves, they admit that when there is a positive customer experience they are more likely to make repeat purchases by 3.5x times.?

There is no doubt in the fact that no matter if you are planning to grow a business, launch a new one, scale up the existing products or services, or want to create brand advocates from your existing customer base there is no second opinion that in this digitalis era without a smooth 24/7 customer experience across every channel and happy customer journey it is impossible.?

And how do you think this positive and seamless customer experience can be created and delivered??

A dedicated AI-enabled contact center for your brand is the optimal method for ensuring the required consistent and seamless customer experience.

Evolution of AI in Contact Center for Superior Customer Service:

Contact centers have seen a gradual transformation over time. In the first place, the interactions related to general queries or complex problems were human-to-human, in which a customer makes a phone call to the CSR and is used to explain his problem in front of the agent. Then Interactive Voice Response (IVR) came with the advancement in technology. Which enabled customers to get support through a computer-operated telephony system through voice and phone keypad input. At first, IVR was not so popular with the customer who preferred to listen to only some of the other irrelevant options and wait for the IVR to be played. So it wasn’t considered good enough to deliver superior customer service.?

Chatbots?

A successful leap forward was made by chat bots in the contact centre realm from IVRs. Brands, however, learned with time that chat bots benefit human agents by complementing them. The ability of chat-bots to empathise with a customer during an interaction is limited, and they are also limited in what they can understand. Brands need to avoid the trap of simply developing IVR 2.0 and missing the chance to provide what CX customers want.?

This is where conversational AI entered the picture as the next evolution of the contact center

Conversational AI in Contact Centers:??

In comparison to script-based chatbots, conversational AI-enabled chatbots provided a significant improvement in the contact center technology advancement. While some scripted chatbots are being marketed as conversing, they are based on keywords scripts, and dialog written by humans. Where customers are instructed what to say based on keywords, making them frustrated and causing them to hang up. Simply put, chatbots were incapable of learning how to give humanized but automated customer support.?

AI-based Contact Center Intelligent Virtual Agents:?

So, other than chatbots there are Intelligent Virtual Agents that are automated versions of human agents, able to carry out human-like customer interaction to automate, optimize, and speed up customer service operations, simultaneously reducing hold times, customer frustration, and call abandonment rates. IVAs can provide the customers with the right data efficiently optimizing the overall customer journey.

A study by Gartner stated that organizations that implement IVAs experience a 70% reduction in call, chat, or email volume. Aside from that, companies report an increase in customer satisfaction and a 33% cost saving per voice engagement.

The rise of artificial intelligence is transforming the world and reshaping customer relationships, so brands need to incorporate these innovative solutions into the most important source of their customer communication and interaction management i.e. their contact centers, to stay competitive.

Contact Center Predictive Analytics for automatic call insights?

Customer relationship management software is commonly integrated with contact centers. In CRM systems, customers' contact information, products, and services they have purchased, purchase preferences, and previous interaction touch points are stored.

Customer service representatives or chatbots can use this information to provide additional context and predictive analytics recommendations immediately as soon as they are connected via a contact center channel.

Monitor performance with AI-powered Contact Center?

Most intelligent contact centers still use self-service IVR, chatbots, virtual assistants, as well as human agents. The human side of the contact center, however, uses a different form of AI to improve customer service. Almost any aspect of a human agent's contact with a customer can be analyzed today. These metrics include call and chat logs, handling times, time-to-service resolution, queue times, and hold times. Through artificial intelligence, these statistics can be tracked, performance profiles formulated, and coaching suggestions made automatically.

Translate Conversations in Real-time?

Using real-time translation technology, contact centers can become able to speak the customer’s native language providing a more personalized and empathetic CX, all thanks to AI. With this technology, messages can be translated in real time based on machine learning and natural language processing. In this way, brands can ensure that your agents can communicate effectively and efficiently with your overseas customers in their native language and create a seamless experience for them.

It is particularly useful for contact centers with multiple countries or regions with diverse populations to be able to translate in real-time. Customer satisfaction increases when they can communicate in their mother tongue. This essential AI tool allows businesses to engage a wider audience, improve accessibility, and eliminate language barriers.

Contact Center’s Ability to Understand Customer Emotions:?

In a contact center AI application called sentiment analysis, natural language processing and machine learning are used to identify customer emotions and attitudes. Analyzing customer messages for positivity, negativity, or neutrality provides insight into customer satisfaction and agent performance. To better understand customer preferences and address issues, contact centers use sentiment analysis. In addition to monitoring live chats and chatbots, agent performance evaluation, and analyzing customer feedback, it can also be used to improve customer service goals. By analyzing sentiments, business decisions may be improved and made more informed.

Conclusion:?

In the next few years, AI is expected to generate global business value in the amount of 30% on average. However, the advantages go far beyond numbers. Organizations can experience a significant improvement in crucial customer service metrics when they adopt Artificial Intelligence in their contact center operations.

With Intellicon’s AI capabilities, you can boost your team's productivity and customer satisfaction and deliver optimized customer service.?

Book a quick personalized demo to learn how you can automate your contact center operations, reduce customer frustration, and enhance agent efficiency with our comprehensive and innovative AI solutions.?

Thank you for choosing Intellicon as your partner in business innovation. We look forward to helping you create exceptional customer experiences!