Artificial Intelligence isn’t a science fiction dream anymore.
The presence of intelligent systems in virtually all parts of our digitally transforming lives is growing. Companies are turning to AI as a way of handling growing demands from customers for faster, more personalised service. Intelligence in the contact centre can also empower the modern agent, supporting better outcomes for teams.
Salesforce Research indicates that 83% of IT leaders believe in AI and machine learning as a solution for customer engagement. At the same time, spending on AI, in general, is set to reach a value of $126 billion by 2025. So, how do you implement AI into your contact centre effectively?
Implementing AI in the Contact Centre: Planning
The successful implementation of any disruptive technology into the business space starts with the right plan. AI can enable companies to collect and leverage valuable information to improve customer experiences. However, the right strategy needs to be in place to guide team success.
Through the right AI strategy, companies can capitalise on phone and text conversations between their customers and contact centre staff. You can even use your AI environment to supplement and support your staff members. However, AI is not a replacement for human agents.
The best intelligence investments today rely on the company’s ability to combine human creativity with machine accuracy and efficiency. Start your strategy by asking yourself what parts of your customer service and engagement strategy are currently suffering. Work backwards from the problem, and only implement AI when it makes sense.
Here are some best practice examples of how you can make the AI leap.
1. Offer Effective Self Service
Self-service is quickly becoming a must-have for today’s customers. Many digitally savvy customers prefer to solve issues for themselves before reaching out to an agent or employee. What’s more, around 45% of companies offering self-service see a massive reduction in phone inquiries. Less stress on your staff means happier, more focused agents.
In the AI-infused contact centre, chatbots can answer common questions on your company’s website, or assist with issues in a smartphone app. Conversational bots can even support consumers that dial your number to address a problem. These conversational tools know how to respond to common queries and deliver responses that make sense.
At the very least, effective self-service should include an automated bot on your website that delivers quick solutions to consumer problems.
2. Automate Repetitive Tasks
As mentioned above, to implement a successful AI strategy, it’s important for companies to recognise that bots are here to augment, not replace employees. Your staff members are a valuable resource in your company. They can improve customer sentiment, deliver creative solutions to problems, and build client relationships.
However, it’s difficult for team members to focus on what they do best if they’re always working on a selection of other tasks. By automating as many common tasks as possible with AI and bots, you free up your agent’s time, so they can focus on what matters.
For instance, you could automate the initial security system that customers go through when accessing their accounts, using voice biometrics rather than lengthy ID confirmation processes. You can use automated AI systems to record important information from a call, so staff members spend less time taking notes. AI systems can even automatically determine when to follow up on a customer conversation with additional calls.