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How can Conversational Artificial Intelligence Add Value to the Contact Centre

By CIOReview | Monday, July 6, 2020

It has been established over the years that exceptional customer service is a key brand differentiator; however, today, it goes beyond giving companies an edge over their competitors.

Fremont, CA: Conversational artificial intelligence (AI) has changed the way companies communicate with customers. Whether using chatbots or speech-based assistants, companies integrate AI into their omnichannel experience—mostly in their messaging applications—to drive more robust sales and customer service. And if the customer enjoys the perks of this technology, it is because of the efficiency of the contact centers. Here are the top four benefits of conversational AI for the contact center.

Superior customer service

Chatbots are often considered the superstars of AI for customer service, and good reason. These digital helpers are capable of assisting customers with all kinds of requests, from researching products to completing purchases. However, they also serve as excellent assistants to agents. When customers have complex cases to discuss, chatbots can begin these conversations and hand over the situation to the most qualified agents. This ensures that agents offer the best service in their areas of expertise, while customers enjoy the timesaving benefits of automated assistance combined with the human touch of an agent.

Agent efficiency.

Sometimes, conversational AI can take over customer service cases entirely and eliminate the need for human intervention. This may be the case for simple tasks such as checking an account balance, verifying a delivery time, or looking up the address of a retail store. When AI takes over, agents have more free time to spend on complex cases that genuinely need attention.

Easy scalability

Conversational AI is easy to scale. As the company’s service needs to evolve, more digital assistants can be implemented to handle various tasks. Leveraging text or voice, the technology can determine a customer’s emotional needs, personality profile, and communication preferences from his previous interactions with a brand. Subsequently, the customer is matched with an agent who shares those qualities and possesses the skills to offer the best service possible.

Optimal data collection

AI is an excellent tool for collecting data. When the customers save favorite products for later purchase, this data may be used to improve sales and marketing practices. For example, sales agents may follow up with customers and provide more information about products of interest. Also, AI may monitor communication styles and help service agents determine the best ways to engage them.