One of the more controversial technologies in the contact center industry is artificial intelligence. Will it replace humans completely? Can the technology fully automate contact centers? The machine learning aspect of AI suggests that it is possible but consumers still show a preference to personalized experiences when interacting with brands. A recent Mckinsey survey indicated that 76% of customers get frustrated when they don’t receive personalized support from a brand so the need for the human touch in contact centers is still critical for success. On the opposite end of the camp, AI Business research suggested that 95% of customer interactions will be AI powered by 2025, indicating strong enthusiasm for the technology in customer facing businesses. AI infrastructure can bring significant benefits to contact centers and frontline representatives by delivering support and analysis to drive productivity and output.
Lightening the Load on the Frontlines
AI is establishing itself as a valuable asset to initial contact interactions with potential and existing customers. Using AI technology as a gatekeeper can provide critical data and analysis that frontline agents can use to maximize opportunities or solve issues. Innovations in AI technology have advanced the infrastructure’s data collecting capabilities and can capture important information and data through plain language conversation. Having pertinent data such as customer information, selling strategies and call purpose at the ready for the agent can help expedite calls more efficiently and accurately as well as reducing call time and driving critical KPIs. AI portals can also be configured to solve minor tasks end to end such as changing an address or reviewing an order. AI customer service portals can offer dual modes of communication and work seamlessly through text inputs or plain conversational language.
Supercharging Call Quality with AI
Call quality and quality assurance are crucial components in contact center operations but these important checks sometimes fall by the wayside in the face of shrinking resources. Effective call quality initiates need to be consistent and observe a set frequency which can also be a challenge in the current economic environment. Modern AI technology is capable of detecting and processing language and can step in and provide consistent evaluations and analysis on calls as well as recommend training and upskilling strategies suited to the individual. Advances in machine learning can detect and evaluate tone use, call control and pace, offering more insight into representative performance.
Fine Tuning the Human Touch
Frontline agents are still an essential part of the equation for contact centers as consumers will continue to show a preference to personalized interactions. Using AI to compliment operations is an opportunity to refresh and enhance the individual agent’s soft skills. Some areas to focus on are:
- Active listening skills – in additional to capturing important information, engaging in active listing is beneficial for any customer interaction
- Empathy skills – agents may need to elevate empathy to customers as they have just been working with a machine
- Extroverted or outgoing attitudes – engaging in conversation and establishing rapport quickly
- Adaptability – being able to pivot quickly and flexible to the customer’s communication styles
Frontline agents who are well skilled in these attributes will positively impact the customer facing part of the business and combined with an optimized first level AI customer service portal, can deliver outstanding experiences that generate more revenue, solve customer problems faster and extend marketing through word of mouth public affirmations.
The Bottom Line
AI technology is on its way to becoming one of the core platforms for customer service. While the technology does offer significant business benefits, the preference for personalized service necessitates having human agents and frontline teams. Using the technology in supportive and analytical roles, contact centers can successfully blend AI with current work models to drive performance and efficiency. AI’s advanced information collection functionality can lighten call loads for frontline agents and provide better resources to maximize interactions. Contact centers are driven by customer experiences that can impact performance of the business. Blending AI technology with frontline agents is the most practical way to benefit from each method of customer interaction.