Artificial Intelligence can improve businesses ten-fold in a variety of ways. It helps better connect the customer to the right agent, meaning first-time right answers to calls are increased, wait times are reduced and customer loyalty can span decades.
A new study from Gartner anticipates that by 2025, a staggering 50% of agents will use a virtual assistant on a daily basis. Even more shocking is that this figure is up from just 2% in 2019.
So how does AI help boost a workforce? CX Today welcomes Rik McCrossan, Strategic Business Director of contact centre solutions leader Genesys, for an exclusive insight into how AI drives CX through aiding a workforce.
Unifying Agent and Customer
“AI doesn’t just improve the customer experience; it offers tangible benefits for employees as well. One of the greatest strengths is its ability to unify, connect and personalise experiences throughout the customer journey,” says McCrossan.
First-time right responses have become all the more crucial, particularly as nations grapple with the COVID-19 pandemic. Despite the major vaccine rollout taking place across the globe, customers remain anxious, stressed and highly emotional. Many calls are being prompted by finance issues, health and even bereavement. For this reason, it’s vital customer enquiries are handled both delicately, and efficiently. This is where AI is most useful. McCrossan adds:
“When a person needs assistance, AI can select and connect the most-appropriate employee available to help, by analysing past interactions and activities. This means challenges can be resolved as quickly as possible, and employees feel confident they are the best person to resolve queries”
Right Tools for the Job
Long gone are the days of agents handling all customer enquiries. Many firms are using machine learning to not only support a workforce but also to better educate agents on the job. This is important from a sales perspective, McCrossan says, as boosting business is all about engagement.