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How AI Is Revamping Contact Centers

By CIOReview | Friday, November 13, 2020

FREMONT, CA: Online customer experience, preventive assistance, and even revenue stream generations are getting transformed with AI-powered digital solutions. Artificial intelligence (AI) is contributing immensely toward the changing dynamics of the industries across verticals. Businesses are striving hard to enhance their customer support services. By revolutionizing customer service interactions, AI-powered digital solutions are ready to improve all the aspects of the businesses, including loyalty, brand reputation, online customer experience, preventive assistance, and even revenue stream generations. Here are the primary ways in which AI is transforming customer service:

Capturing Data from Customer Interaction

AI chatbots and voice agents can catch massive amounts of granular data from each customer interaction. The data can be fed into analytics engine to optimize the call center process. AI tools like sentiment analysis can also assist in speeding up the process by spotting trends like dissatisfaction or anger within a large data set.

Guiding Customers around the Company’s Website

Large multi-channel contact centers are often faced with staff shortages, with advisors frequently getting time-stretched. AI can be a game-changer in this aspect. For instance, a virtual assistant can help the customers by directing them to the correct page of the website or assist them with FAQ. Moreover, as AI technology learns more from the past data, it grows more sophisticated thereby bettering the customer experience with time.

Big Data Management

Contact centers collect massive amounts of customer data. Customers have come to expect better customer service as they know that their data is with the company which they would have provided, at first hand, to get better customer experience. The major frustration often faced by various customers is the need to repeat their details on multiple instances. An odd offer is another negative experience that significantly affects a company’s relevance in the eyes of the customer.

Customer Behavior Prediction

AI will help to spot new trends in customer behavior during the early stages of development. The interaction ability tools are already doing the above, but with AI, the process will be significantly accelerated with reduced need for human requirement. Such insights will also be useful for the advisors while they handle the emerging customer needs.