Contact Center AI is an artificial intelligence-based technology that is being touted as an important tool for furthering an organization’s digital enablement journey and a must-have for contact center operations. What makes this technology so special is its ability to assist human agents and converse with customers to optimize a contact center’s operational efficiency while enhancing the customer experience. Many companies are already tapping its benefits to provide more intuitive customer support. As per th report by MarketsandMarkets, the contact center AI market is all set to grow from USD 800 million in 2019 to USD 2,800 million in 2024.
Why does your organization need it?
Contact centers are critical outlets for businesses to connect with customers and fulfill their needs. However, running a contact center comes with its own operational challenges. Failing to overcome those challenges can directly impact the business’ CX. Without a positive CX, brands lose their customer base and negatively impact profits. AI can help businesses get a grip on their operations and provide a positive experience to their customers. That is why a growing number of organizations are now adopting digital enablement platforms and AI technology to create meaningful and satisfactory customer experiences.
A digital enablement platform is a software designed to assist people with performing digital tasks and improve their productivity in the digital workplace.
Contact Center AI is proving to be a boon for organizations that want to drive their customer experience. With the prowess of machine learning, natural language processing, conversational AI, and robotic process automation, contact center AI can allow an organization to provide a personalized and efficient service to their customers across different channels. It improves the speed of resolution given to them and assists the agents in solving complex customer issues successfully. All of this makes customers more satisfied and enhances CX.
In what ways can contact center AI achieve positive CX?
Contact center AI can positively impact CX by achieving the following goals –
Boost agent productivity
According to Gartner research, customer service quality is directly impacted by agent productivity. AI-powered virtual agents can handle the bulk of repetitive customer queries in multiple languages. Intelligent automation frees up the agents from manual searching of information and reduces the chances of error. This helps saves their time and allows them to focus on complex customer interactions that need a human touch.
Improve customer experience
Through natural language processing, AI agents can analyze a customer’s words and offer them the best resolution accordingly. These virtual agents have access to a customer’s historical interactions with the company which they can use to makes informed choices on which product to upsell or how best to resolve a query. They also offer round-the-clock self-service assistance via voice, chat, and emails. With their intuitive customer care approach, AI agents boost CX several notches up.
Improve agent experience and reduce attrition
With artificial intelligence on their side, agents can work smarter and manage their time effectively. As a virtual agent handles simpler customer issues, agents can focus on delighting the customers. Contact center AI cultivates millions of customer interactions into insights and recommendations to optimize a human agent’s proficiency. With easy-to-use work applications and a performance improvement, agents feel more engaged and thrive at work, which further reduces agent attrition.
Support sales and marketing
Contact center AI can be infused with an organization’s marketing efforts. It can understand customer needs by analyzing their tone and use predefined scripts to upsell the right products to them. It can integrate with CRM systems to manage sales leads and follow-up on those. It can also send reminders to customers to keep in touch with them and possibly scope out more business in the future.
supervity.ai offerings
supervity.ai offers a digital enablement platform and a range of next-generation AI software to help clients deliver top-notch customer experience through its digital work assistants. With its contact center AI solution aptly named the CX Ninja, organizations can provide 24X7 customer care and service to their customers while saving up to 60% in costs compared to running manual operations.
CX Ninja powers up a contact center with its intelligent built-in automation capabilities. It can assist the human agents, perform analytics, and engage with customers in natural language across different channels and languages. In essence, it has two cutting-edge features –
Contact center agent assist
The agent assist capability boosts an agent’s productivity with the help of automation and a simple interface. It can –
Simplify agent effort
Agent assist makes it easy for an agent to find insightful information and real-time shortcuts while on a call. The ability to suggest the next best actions based on data-based analytics helps the agents to lower call handle time, expedite after-call work and improve overall productivity.
Improve agent proficiency and accuracy
Agent assist’s continuous automated support and on-the-job guidance decrease the need for frequent training. It helps human agents minimize the chances of an error. With increased accuracy, there is a boost in first call resolution, and an improvement in customer satisfaction as well as net promoter score.
Reduce post-call work with in-app integrations
Agent assist allows in-app integrations for a seamless workflow with many backend applications such as CRM, ticketing tools, etc. The automated data entry option leads to reduced wrap time and after-call work. It means that agents can get back in the queue faster and the customer wait time is reduced.
Contact center AI agent
The contact center AI agent is a virtual agent that can –
Provide 24X7 conversational self-service
The contact center AI agent helps contact centers provide round-the-clock customer support even after office hours. It does so across voice, chat, and email platforms and in multiple languages, all of which lead to improved customer experience.
Turn agents into experts
AI agents manage the spikes in call volumes by augmenting human agents and deflecting the routine customer issues to a virtual agent. This reduces the workload on the human agents and lets them take care of more complex issues. It results in higher agent engagement and reduced agent attrition.
Boost sales and marketing
AI agents can integrate with e-commerce applications to qualify leads and use the built-in sales scripts to upsell products. Through conversational automation, it can call prospective customers to remind them about any upcoming events such as demos or meetings.
The incremental efficiency due to CX Ninja’s AI-powered automation leads to cost savings of up to USD 4 million for a 1000-seat contact center. CX Ninja clients have seen a 10% reduction in customer call-backs leading to improved first call resolution numbers and savings of up to USD 800,000. These two figures alone amount to USD 4.8 million in cost savings.
The job of a contact center agent requires both skills and experience, and AI can help augment both of these requirements. It helps agents do more with the information already available with an organization but in lesser time and effort. A contact center AI solution holds tremendous potential in augmenting the capabilities of any contact center.