As most organizations today have shifted a large amount of budget and focus to digital transformation and implementation of AI, it becomes increasingly difficult for decision leaders to choose the solution that fits their needs. Many executives are being charged with the task of "embracing AI" — but what does that actually mean, and how do you know if your organization is ready?
Your motivations are likely influenced by one (probably more) of the following desired results:
- improve customer experience and raise NPS
- reduce costs and employee hours
- automate workflows and repetitive tasks to allow human service agents to focus on complex queries
- lead your industry in technological advancement
In order to find the solution needed to reach these goals, it's critical to first define the business problem you're looking to solve. The technology that is chosen should be focused and specific to your needs. Let's look at some of the most frequent examples of contact center pain points and explore how implementing AI can relieve these pains.
Though every organization presents unique business problems, the most common issues that call centers struggle with include:
- customer frustration with hold and waiting times
- call volume spikes
- maintaining consistency across all communication channels
- repetition of tedious manual processes
- inability to update/replace legacy phone systems
Customer frustration with hold and waiting times
AI-powered call center representatives answer the phone immediately, meaning your customers will never have to wait on hold or go through a drawn out touchtone menu. The representative will be able to quickly give callers the resolution they need, whether it's account information, product guidance, or fast routing to the correct department or person.
Call volume spikes
Spikes in call volume are not simple to predict or prepare for, and often carry less than desirable results both for the business and its customers as lines become congested and resolution rate slows down. An AI-based solution will be fully scalable and a Voice-AI powered representative can easily handle hundreds or thousands of calls simultaneously, allowing your contact center to run efficiently and smoothly even on the busiest days of the year.
Consistency across communication channels
Today's consumers expect an omnichannel experience, and will be frustrated if they reach out to your organization and are forced to speak with a representative who is unaware of the context of their inquiry and their overall relationship with your organization. In order to address this issue, the AI solution is platform agnostic and allows the AI representative to immediately gain an overview of the callers' previous inquiries. By placing every call into the correct context, higher quality resolutions can be reached much more efficiently.
Repetitive Manual Processes
Contact center employees, receptionists, and small businesspeople are familiar with the tediousness of manually entering data into a CRM and making sure that the right information is passed to the right person. AI-representatives are able to automatically input contact information, a call summary including the full transcription and audio clip of the call, and a transcribed message which highlights the most important call outcomes and can be automatically transferred to the desired recipient.
Inability to update/replace legacy phone systems
Keeping up with the pace of technological advancement is not easy for any size business, especially for large organizations or contact centers with a large amount of hardware and software systems. Many organizations are using legacy systems that impede rather than augment employees' abilities, and don't empower workers to optimize their tasks and workflows.
I've identified where AI can help me — how do I move forward?
Once you've gained a deeper understanding of how AI can benefit your organization's contact center, you should begin considering the scope of implementation — which of these applications is a priority and should be focused on first, how much of your call volume should be transferred to your AI representatives, and what solution should you choose? You should be taking your specific needs, business challenges, and financial goals into account, and the answer will vary in each case.
For some guidance in this process, feel free to reach out to us at firstname.lastname@example.org. Our team has years of experience identifying the business challenges that can and should be addressed with AI, and we're happy to consult with you and see what solution will best suit your needs.