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The use of artificial intelligence (AI) in contact center

The day-to-day call center operation is not something simple. Dealing with clients’ needs and problems is stressful, especially if the tools provided to the agent do not work to their satisfaction. As a result, in addition to dissatisfied customers, agents are frustrated and turnover grows at the same rate that service metrics fall.

However, many companies are looking for alternatives to improve the customer experience as well as the agent experience. According to a recent survey, more than two-thirds of digital marketers say their businesses compete based on customer experience. In two years, 81% of CMOs expect to compete primarily or completely on the basis of this experience.

How can the company differentiate itself?

This is a challenge that is even more complicated in an industry that has high employee turnover. To solve this dilemma, companies are looking for technological and innovative solutions to drive exceptional customer service. In particular, solutions that involve artificial intelligence (AI), such as virtual assistants with machine learning capabilities and natural conversation.

The AI ​​as a strategy

Artificial intelligence is the main piece to revolutionize CX. Because it allows for learning the machine with each interaction, the use of virtual assistants can solve simple requests and improve the Resolution Index on First Call, giving the agent only more complex cases. In this way, the agent itself becomes more productive and satisfied, reducing turnover.

By accepting open-ended questions, IA-based virtual assistants deal with a much broader range of issues. This is a sensitive change for the customer, resulting in a more improved experience that optimizes three areas:

  • People

The use of virtual assistants contributes to improve the management of personnel in a high turnover environment. As wizards respond to inbound queries, the number of interactions has a larger volume, eliminating the need for human service to respond to a simple request – exactly those that contribute to agent dissatisfaction – on any channel used by the client.

  • Experience

A smart virtual assistant learns every interaction. As it is fueled by a combination of artificial intelligence and human ability, it understands in real time the best time to transfer the conversation to the human agent so that the client does not notice the transition. AI helps to predict client behavior and can offer recommendations to agents to address their need.

  • Flexibility

An AI-based CX strategy allows an operation to be easily resized based on the needs of the time of year. Thus, the focus of the service remains on the content of the interaction and not on the operational increase.

AI contributes to improving self-service and also the care provided by human agents. It saves time and resources of the company during the service process. As it anticipates the needs of the client, the AI ​​also allows the offer of products and services that can meet those needs. It is a competitive advantage and an important tool to maintain customer satisfaction and loyalty.

Customers expect interactions that require less and less effort. Artificial intelligence is one of the technologies that enable companies to deliver the best CX with fast, consistent responses.