How AI is redefining Call Centres - Part 2

There’s no denying that artificial intelligence is reshaping the call centre and customer service industry, but not necessarily at the expense of humans. Rather than steal jobs, digital innovation and automation actually enhances productivity and service delivery. In part 2 of this 2 part series, we take a look at 3 different ways that AI is positively influencing the industry.

1. Super-charged service powered by the Internet of Things

The Internet of Things (IoT) is the self-service of the present and the future. AI essentially turns objects ranging from cars to household appliances into ‘smart’ objects that may self-diagnose and self-repair proactively, all without the customer’s effort. A recent study by Genesys in partnership with Frost & Sullivan found that the UK outranked Germany, France, Italy and Spain in its IoT-enabled customer experience maturity. Unlike their European counterparts, 57 percent of UK respondents reported having a clear understanding of the value of IoT versus 35 percent off the full sample.

2. Contact centres provide seamless customer experience

Artificial intelligence powers certain contact centre technologies that drive seamless customer experiences everyday. Technologies such as interactive voice response (IVR) connect customers quickly and seamlessly with the most qualified agent, while prioritised call backs also save customers time by calling back when their position arrives at the front of a queue. In addition, predictive dialler’s fuel sales through smart and effective lead management, connecting sales agents directly to the most receptive customers at the best times.

3. Customer service agents embrace new roles as a backbone for advanced support

With all these advances in artificial intelligence, the role of human agents has changed inevitably. As more processes become automated, human agents have more time to focus on complex cases that may be too difficult for intelligent assistants or chat bots to handle on their own. While some may wonder if AI will eventually replace human support altogether, one may argue that brands need to first establish trust with their customers before taking such a bold move. Older generations of customers, for example, may simply prefer to talk to a live agent by phone, and some customers may not feel comfortable relying completely on technology for support. For the time being, it’s safe to say that human agents are the backbone for advanced support, ensuring that customer experiences run smoothly when additional support is needed.

Are you a call centre agent of the future?

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