Deploying AI in Contact Centres for rapid on-boarding of new business

By Jim Nolan, Sales Manager, KantanMT

One of the most significant challenges, faced by the contact centres industry is on-boarding new territories and customers. Many contact centre managers will way say it takes too long, it’s expensive, and complex. And if the on-boarding process includes a multi-lingual dimension, then hiring agents with product expertise coupled with language skills can be a nightmare. Combined with increased costs associated with multilingual agent resourcing and rostering, it’s no wonder contact centre managers view it as a significant challenge in scaling their business!

Many contact centre managers are looking towards AI as a solution to help them rapidly scale their business and on-board new clients. This is especially prevalent in the context of providing multi-lingual support and services. These progressive contact centres are shifting the hiring focus away from languages with an emphasis on agent product/service knowledge and expertise.

However, to do this successfully, they must remove the language barrier from all aspects of their service chain, ensuring that any agent, can service any ticket in any language!

By removing the language barrier, contact centres fundamentally change how they organise and deploy support teams. While traditional contact centres establish regional and/or language teams, todays progressive centres focus on product/service teams, where language is simply irrelevant.

To achieve this, progressive contact centres are looking towards AI to remove the language barrier and accelerate on-boarding. This results in higher agent productivity, happier clients, and enhanced business agility.

KantanSkynet is an AI platform that fuses the latest neural machine translation technologies, with a community of professional editors, removing the language barrier and helping contact centres scale.

Jim Nolan, AI Evangelist, will present a 3-Step Guide to how AI is used by 1,500 agents at Keywords Studios, for the Gaming and Entertainment industry, delivering support in 12 European and Asian languages. The presentation will explore how KantanSkynet is used to remove the language barrier, shifting the hiring focus away from language skills and driving the rapid on-boarding of new territories and clients.

Join us on Wednesday 16^th September for our webinar and gain an insight into scaling your business using AI.

Click here to reserve you seat at the webinar.

If you require additional information, please contact  Jimn@kantanmt.com.