Gartner’s Customer 360 summit held in 2011 predicted that by 2020,
85% of all customer interactions would be managed without a human. Customer interactions are an integral component of the customer experience provided by a company.
Real-time access to accurate customer data by contact centers agents are among the essential components in the provision of quality customer experience, and artificial intelligence sits at the heart of these processes. Let’s take a look at the six biggest ways AI is transforming the customer experience in contact centers.
1. Real-Time Access of Data
Contact center agents require access to the latest and most accurate customer data to enable them to provide a correct diagnosis of a customer’s problem or to respond to a customer’s query effectively. Artificial intelligence (AI) technology can mine and perform in-depth data analysis from large sets of captured customer data and provide results to contact center agents in real-time, thereby providing the customer an enhanced experience.
2. Non-Emotional Contact Center Agents
It is practically impossible for contact center agents to remain non-emotional during emotive customers’ queries or issues. The beauty of AI is that it doesn’t get upset or emotional and provides an unbiased diagnosis of the customer’s problem. This reduces customer churn caused by customers quitting over how a human agent handled them.
3. Data Integration from Omni-Channel Support Systems
Contact centers use Omni-channel support systems to receive and respond to customer queries across multiple communication channels such as – text, email, social media, chat, instant messenger, among others. AI technology can help contact centers to integrate this data coming from multiple communication channels into a single and streamlined dataset that contact center agents can utilize to respond effectively to customers queries, which in turn leads to better customer experience.
ChatBots are excellent examples of how AI technology can be utilized to provide fast and efficient customer service. Through machine learning, chatbots can be trained to be emotionally intelligent and have the ability to search and retrieve a customer’s data enabling it to respond accurately to the query in real-time, much faster than a human agent.
The ability to provide round the clock, 24/7 support takes customer experience to another new level. Chatbots can provide this feature cost-effectively and efficiently. Chatbots can be trained to handle most of the customers’ issues, and if an escalation is required, it can seamlessly transfer the call to a human agent to resolve the issue.
5. Predictive Personalization
Predictive personalization is the ability to predict the actions of users, based on their past behaviors online. AI models and machine learning algorithms can be used to predict new market trends using previously captured customer interactions with contact center agents. The Customer experience (CX) managers can utilize this information of customer expectations to anticipate their needs and increase customer retention.
6. Intelligent Routing
AI models and machine learning algorithms can be used to determine the nature of an incoming call or access the caller’s previous interactions with a contact center agent and have that call routed to the agent they last spoke to. This would be a relief since many customers love to talk to the same agent who knows their history and any other previous issues they may have had with the company, curbing the dreaded transfer lag experienced by customers.
Through the use of machine learning algorithms, AI models can be developed that use intent-based routing that connects customers with the appropriate contact center agents, thereby increasing the chances of providing an enhanced customer experience for the customer.
Artificial intelligence, Machine learning algorithms and models present numerous opportunities for contact centers to take advantage in the pursuit of improving customer experience.
There are still many people who want that human touch and intervention, however, chatbots and AI technology will define the way, how most of the future customer interactions will happen.