Harnessing AI to redesign contact centre operationsBy Joseph Walsh,
Part four: Offering customers a personalised service.
Organisations have a lot of data about you. And when they combine this with innovative technologies like artificial intelligence, they can become a lot more personal with their communications. For example, your bank might let you know that there’s a direct debit due to come out of your account and you don’t have enough funds to cover it.
This proactive message lets customers take action and stop an irregular account charge, which not only costs you money but also damages your credit record. Technology and data are creating opportunities like these to improve the customer experience. The banks have always had this data, but not the technology that lets them do something with it.
Better customer service solutions can free up employees to focus on other challenges
On top of improving customer service, data and technology is reducing the workload for employees. Once all these technologies, data and algorithms are in place, many communications (like the bank example) can be automated. Automation frees up employees to focus more on the insights that can be garnered from all the other data that is being collected.
More data should lead to more actionable insights
Take recordings of telephone conversations for example, it’s completely normal now for our conversations with customer service agents to be stored. Using artificial intelligence, all the conversations can be transcribed which makes analysing them much easier. This information is like gold dust for customer service leaders, who when armed with this knowledge, can make better recommendations to improve customer experience.
Customers can liaise with new technology for simple queries
Technology is getting better at engaging with customers too. Swedish Bank SEB has deployed a virtual agent called ‘Aida’. Aida is a chatbot that can understand what people are saying to it and when programmed correctly can respond to simple queries like frequently asked questions (FAQs). Aida can even detect our moods – are we happy? Frustrated? So when it thinks a customer is too hot for them to handle, Aida redirects the call to a human agent.
Let humans focus on complexity
Passing off trivial, standard queries to chatbots allows human agents to handle more complex, problem solving activities. For example, instead of helping someone find out what time the next train is (a simple query that a chatbot can handle) humans can focus on helping passengers in need, like someone who has left a bag on a train and is trying to track it down. Agents that thrive and our highly sought after will be curious, prepared to meet unexpected challenges and empowered with extra information provided by machines.
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