How Contact Centers are Leveraging Automation for a Seamless Customer Experience

The customer experience economy is relying on AI and automation to provide the real-time interactions that customers expect without the overhead of more employees.

14Jan

Did you know that 86% of consumers are willing to pay more for a better customer experience (CX)?

Delivering a great CX is now the key to improving customer acquisition and retention so a business can drive more sales, increase customer lifetime value, and boost profits.

Your contact center is a major customer touchpoint and therefore, it needs to  deliver a seamless customer experience. For example, customers expect personalized content and offers that address their needs while taking into account their preferences and past purchases.

How can you process so much data in real-time to create the most relevant customer experience?

Thanks to the use of artificial intelligence-driven technologies and automation software, contact centers can now deliver a seamless CX cost-efficiently.

How To Use AI and Automation

Contact centers are using the latest technologies to develop new ways to improve CX:

  • Increased computing power and availability of consumer data make the application of artificial intelligence (AI) in sales, marketing, and customer service feasible and cost-effective.
  • The adoption of APIs and micro-services allows AI to connect various systems and applications so a company can automate processes and sync up data to streamline the customer experience.
  • Use of AI-driven technologies, such as machine learning and natural language processing, allows businesses to facilitate customer interactions with automation.

Here are some of the ways contact centers can effectively leverage AI and automation tools.

Use a Chatbot for Self-Service

67% of respondents in a customer service survey indicated that they prefer self-service to speaking with an agent. Contact centers can incorporate AI-powered bots, which use machine learning and natural language processing technologies, to guide customers to serve themselves.

While bots can’t completely take over human interactions, they work well for first-level support and answering frequently asked questions (FAQs), so agents can focus on resolving complex issues. As a result, a business can reduce wait time and increase customer satisfaction without adding cost. Developing chatbots for both customer service and marketing strategies is a key skillset in today’s customer experience economy .

Leverage Robotic Process Automation (RPA)

RPA helps eliminate many time-consuming and repetitive manual tasks (e.g., scheduling update, adherence exceptions, processing voicemail messages). It lets agents focus on personal interactions with customers, which is the key to building relationships and accelerating the sales cycle.

Automation also allows an organization to allocate the workforce more strategically, streamline workflows, and increase agent productivity. Training and development can be automated by effectively targeting areas for improvement for each agent to optimize service quality.

Use Visual IVR for Mobile

As more customers are making purchases and managing their relationships with businesses using mobile devices, you should translate the contact center experience into mobile interfaces. Visual interactive voice response (IVR) allows you to transfer your existing IVR technology onto the phone screen so users can access an IVR interface via a website or mobile app.

Visual IVR can guide customers through visual menus to get information or resolve certain issues, view hold-time, and select a callback option. It allows the company to deliver a personalized self-service experience and route inquiries efficiently to the right agents to increase first-contact resolution rate.

Forecast Customer Behaviors

Contact centers collect a lot of customer data. AI-driven technologies can automatically process and analyze the information in real-time so you can extract actionable insights and predict trends or customer behaviors.

For example, technologies can be used to predict potential outcomes of customer interactions based on existing datasets and offer advice on the proper course of actions so agents can optimize the customer experience in every interaction.

Retain High-Quality Agents

Call center attrition is a challenge for many businesses. Hiring and training agents is costly, meanwhile, experienced agents that understand your brand can deliver a seamless experience because they can provide customers with the most relevant information quickly.

You can use AI-driven technologies to analyze contact center data to reduce call center attrition rates. Automation can also provide the proper training and offer the appropriate guidance at the right time to improve agents’ interactions with customers, thereby increasing both customer and employee satisfaction.

Conclusion

AI and automation are valuable technologies that can help contact centers increase cost-efficiency while delivering seamless customer experience to increase sales.

However, they’re not to replace human agents. Instead, they can free up your customer care team from manual and repetitive tasks that don’t add value to the customer experience so your agents can focus on resolving complex issues, building relationships with customers, and driving conversion.

The Customer Experience Leadership Forum - San Francisco is an exclusive gathering for senior-level CX and marketing executives in search of cutting-edge disruptive practices that leverage technology and digital platforms Register Now CX Leadership Forum SF, June 27, 2020
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