Improvement of self-service
The main area in which artificial intelligence contact center are used is interactions only for improved self-service functions and everyday needs.
But in order for AI to realize its possibilities, it is necessary to ensure that complex language processing has to fully integrate the system to truly say what people believe and minimize implementation errors . ,
For example, if customer profile is incomplete, the ability to successfully manage AI interactions may be limited.
For artificial intelligence that automates accurate responses and provides services to consumers more effectively, correct information and data are needed.
Starting artificial intelligence at the contact center allows you to manage queries more efficiently and improve accuracy and quality of service.
Please talk with customers via robot.
Unlike people, robots are always reliable, always usable, and interact with self-service applications and intelligent information retrieval to quickly solve query problems.
Robots can be a big advantage at the center of contact. Effectively implemented, you can reduce customer complexity and cost by limiting the need for human-computer interaction.
However, it is important to find an appropriate balance between people and robots. Artificial intelligence should not be thought of as self-service, consider consultant education method, increase the time you can contact with customers.
Monitor consultant performance
Real-time voice analysis (RTSA) is one of the best kinds of artificial intelligence in terms of quality.
This solution analyzes the presentation of consultants and customers and provides real-time feedback of content and method to consultants, team leaders and quality teams. Please make sure to write stress, talking clarity and screenplay during the phone.
In addition, this technology listens to the contents of the call, provides the insufficient information to the consultant, and makes it available for customers.
Determine the type of call and deliver the contact to that channel.
When a call arrives, AI (the center of artificial intelligence contact) in artificial intelligence contact center can identify the type of incoming request, and can guide you to the appropriate channel with both human interaction and chat bot.
KI provides contact center experts with useful customer information and single office view request characteristics to complete the call quickly and efficiently.
In other words, artificial intelligence rethinks the way the company interacts with customers who are the most valuable assets.
To what extent the company’s future success, how to configure customer interactions, and more complex interactions, and that you need to handle customers and that you are ready to invest in the contact center team It is taking.
Customer requested forecast
The RPA tool uses machine learning and a large-scale data engine to predict customer needs, so that chat robots can actively talk.
By analyzing, interpreting and understanding many customer’s questions, the RPA robot can automate the application form and save time and money, while the solution will increase or increase the sales of various products and services can do.
As technology develops, it is easier and cheaper to create a dialog interface using artificial intelligence contact center, so that customers can use the chat robot more naturally.
Automatic response to customer complaints
By combining process automation technology and optical character recognition (OCR), you can automate complex business processes.
Today, we face the difficulties many companies face in common. You can interpret unstructured data in the form of customer complaints and requests in an accurate and effective way.
Well, this combination of AI explains how to solve this problem.
- Letters, e-mail, and Web forms addressed to customers are integrated into the system as scanned images (using the OCR function).
- The system extracts all the relevant details of the content, including the intent of the request. It then generates a suggested response, sends it to the customer, and sends it to the employee. Employees can change the contents before sending to the customer.
- The RPA robot is structured, receives entries, validates and enriches the data (adds information to the example).
- Updated data is automatically uploaded to the case management system.
Bonus 13 Enhanced call center consultant capability
Artificial intelligence has great potential to improve call center consulting skills. By reducing the time required to manage repetitive tasks with an automated chat robot,
I fear that artificial intelligence will someday substitute call center operations someday. The opposite is true. People are more concerned about human conversation, not automatic news. Think about abandonment. How to break a registered phone that was paused by a person for free?
Artificial intelligence should be considered in a way to improve and improve the superior role of call center agents. The agent will help you do more with less expenses. It is a smarter and more efficient work.