Customers have become understandably demanding.
They want seamless 24/7 interaction via the channel of their choice. They want slick and easy self-service when their needs are simple. And they want first-call resolution of their issues when they are more complex.
Indeed, as AI continues to enhance the contact center communication experience, the brands and organisations that are able to keep pace with that customer demand for excellence will be the ones to reap the greatest rewards.
The key to success? Understanding changing expectations and having the tools (and also the humans) to respond.
“AI is definitely enabling organisations to do some exciting things, but it’s not the silver bullet many think it is. Yes, the technology and the tools are super-important, but humans still need humans,” says Samantha Middlebrook, Senior Director of Product Marketing and Management at leading global enterprise software provider Upland Software, whose wide range of communication and knowledge management software products help contact centers get the balance right.
“Certain interactions require empathy, active listening, or an agent and a customer teaming together to get to a solution. That’s why you need that human element. Of course, customers want the quick and easy stuff self-serviced, and that expectation is being magnified by the rise of AI. They expect the chatbot to be smarter, self-service to be slicker. As a result, when they need to go through to a human agent, they expect to encounter a kind of superhuman, all-encompassing expert.“However, in many cases, they get someone who is brand new, and who doesn't have the tools and support they need to provide that premium service. Organisations must work hard to ensure they have both of those scenarios covered.”
Easier said than done, of course.
Take real-time guidance tools, for instance.