Purpose-built AI creates better customer experiences


When the interaction starts, we can use data, artificial intelligence, hypothesis testing, customer feedback. And during the interaction, the agent may receive a notification from their manager that says, “There are a few things you can do to help with this call.” Or, “Hey, in our training session, we talked about being more empathetic, and that’s what that means for this client.” Therefore, providing real-time information to improve communication in real-time.

Managers of another model are also burdened; usually they have a large group of somewhere up to 20, sometimes 25 different assistants who all sing at the same time.

And it’s difficult for managers to keep track of, who is interacting with which customer? And is this rise important, or what is the most important place? Because we can be in one place at the same time. As much as we try with technology to do more things, we can only do one thing at a time.

So for managers, they can receive notifications of calls that need to be upgraded, and where to support their agent. And they can also see how their teams are doing at the same time.

After the call is over, the artificial intelligence can do things like summarize what’s going on. During the interaction, agents take information. And it is difficult for us to understand this, and their next call to come very quickly. So the artificial intelligence can make a summary of that interaction, instead of the assistant taking notes.

And this is a big change because it helps customers. So that the next time they call, they know that the documents will go to the agent, the agent can use them. Providers also appreciate this, because it is difficult for them to briefly repeat the most complex, in the medical field for example, different numbers of different types of procedures, or with providers, or multiple providers, or explanations of benefits to summarize. both briefly before calling again.

So the summary tool automatically captures your conversation, saving an agent up to a minute of call time, and saving businesses over $14 million a year for 1,000 agents. Which is great, but agents appreciate it because 85% of them don’t like all their computer programs. They have many programs that they manage. So artificial intelligence is helping with these call summaries.

It can also be useful for reporting later, to see how all calls are responding, is there a high or low trend? Also in the case of contact center management, each call is monitored for follow-up, greeting, how the agent answered the call. And one of the biggest challenges in managing well without artificial intelligence is that it’s static.


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