Artificial intelligence (AI) has not exposed humans to robotic overlords, as depicted in some science fiction stories. Call center AI isn't just about replacing call center representatives with fleets of robots, contrary to popular opinion.
In reality, in the maximum cases, humans are not competing with AI at all. Instead, AI aids in the transformation of employee and consumer interactions, allowing people to be more productive in their work. As AI is used in call centers, it can improve forecasting accuracy, providing leaders with insights that allow them to make fast and design visualization, improve customer experience, and enhance the customer interaction.
Improving the agent interaction is an especially significant truth actually now. Most call centres have switched to a full or partial virtual agent model over the last year. With that change came new opportunities, such as ensuring that agents continue to feel welcomed and a part of a team regardless of their physical separation.
Artificial intelligence may assist that at agents in remaining linked and productive. Let's look at how artificial intelligence (AI) is changing customer service and how AI can help people operate from home (WFH).
Many examples of operational heroism were created as a result of the rapid change to an at-home model based at the start of the lockdowns. In ordinary situations, call centers without time of separation would have conducted a months-long trial, followed by review, software refining, and a staggered roll-out.
Because of the urgency of the lockdowns, there was no time to plan a well-thought-out virtual agent plan. Instead, contact centers had to improvise ways to meet the immediate needs of caring for consumers and people. Most of these ideas weren't pretty, however in a crisis, "strong enough" is always enough.
Let us fast forward to this year: Who'd have guessed that the instability of lockdowns will have a down side for call centers? Any remaining reservations companies had about remote agents were quickly dispelled by the rapid transition to a WFH model. Staff and call centers have also benefited from the at-home agent model, and 70 percent of companies expect to continue allowing agents to operate from home at some point.
This means that call centers that developed their WFH solutions out of zip ties and dowel rods now need to invest in latest technology. Even the best remote call center systems will profit from upgrading their management, support, growth, and engagement tools for their at-home agents.
Finest call centres understand AI's potential and use it to improve their processes. These AI technologies are now available to all call centers and can be used to help remote employees in a variety of ways, including:
For more: Interactive Voice Response (IVR) & Automatic Call Distribution (ACD) for call center organization.
Let's take a look at each of these applications.
Interaction guidance driven by AI can identify both client and employee emotion and determine which basic skills agents can use based on consumer emotions. The conversation guidance program will warn the agent if the communication becomes uncomfortable and the agent starts disrupting the caller. Agents, like NBA players in the midst of battle, might not realize they're letting their emotions get the best of them. The AI mentor, on the other hand, is aware of this and can assist the agent in getting back on track.
In the end, top coach benefits everybody. Customers are happier, agents are much more effective, and the sad truth is healthier.
It's beneficial for both agents to have their priorities built into their plans. It helps them to get more secure home environments, where they realize they'll be able to acquire their children from school, go to night school, or catch up with friends on a weekly basis.
Agent retention is a problem in contact centers. Annual turnover in major call centers can be as high as 44%. Not only do retiring agents carry important information with them, but replacing them costs about $12,000. Reduced agent turnover has a clear business benefit, and call centers that would like to make a difference should adopt policies that make them the employer of choice. Smart, Intelligence planning that takes into account agent priorities is a reduced perk that would make a big difference in terms of increasing agent loyalty.
Working from home without the help of your coworkers and boss can be intimidating. What if you're faced with a problem you can't solve or a consumer users can't please? Working from home has its disadvantages.
Smart contact routing, which takes into account agent skills as well as customer behaviors and communication habits, can help solve these problems. Call centers must use automated cognitive routing to enhance the customer/agent matching process in order to make regional agents more competitive.
Bots are just one aspect of call center AI. Artificial intelligence is being incorporated into core call center systems, allowing for radical improvements to process management. Smart businesses can find out how to use AI capabilities to help them achieve organizational objectives including helping and involving remote staff. Which of your contact center's top priorities could profit from AI?