It goes without saying that implementing automation in the contact centre improves customer service efficiency, but how does it affect the quality of your company’s customer relationships?
The depersonalising experience of being funnelled down an automated IVR can leave customers feeling undervalued, especially if they have to repeat information given in the queue when their call is finally connected to an agent.
By implementing AI within your contact centre, the often frustrating routing process can be transformed into a streamlined system that enhances the level of personalisation that your customers receive.
With Natural Language Processing (NLP) capabilities integrated into your IVR, customers’ answers to automated questions within the queue can be transcribed using speech-to-text functionality, recorded, and presented to agents before the call is taken. This enables a smoother process, through reducing repetition, and allowing agents to focus on providing exceptional customer service, without having to spend time looking up customer data.
We live in a digital world, where information is instantly and readily available online, with most everyday problems being solved with a quick internet search. So, when it comes to answering simple enquiries, it pays to be able to provide a service that can give your customers immediate satisfaction.
Chatbots, NLP and Image Recognition technologies can all be employed to automate requests for information, resolving non-complex issues without the need for an agent, and satisfying customer queries as soon as they are received.
Automatically resolving simple enquiries through AI frees up your agents to provide a more supported and specialised service to those who need it most. Whether it be priority customers, vulnerable callers or those with more difficult or complex queries, employing AI gives your agents the time to craft meaningful, human relationships that lead to loyalty.
Empowering agents by providing them with more time to focus on the quality of each interaction, and to develop their soft skills, helps to transform complaint-resolution scenarios into positive, relationship-building experiences.
Content Guru’s cutting-edge AI package, brain®, offers NLP, Chatbot and Image Recognition capabilities to help revolutionize your contact centre, and build meaningful customer relationships with every interaction.
Find out more about how Content Guru’s AI offering can enhance your customer experience here: https://bit.ly/2HpT4eF
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