CUSTOMER SERVICE
BY ROB MCDOUGALL, UPSTREAM WORKS
ILLUSTRATION PROVIDED BY ADOBE STOCK
USING AI TO CREATE SUPER AGENTS THESE AGENTS CAN ALSO ADDRESS AI ISSUES.
One of AI’ s strongest capabilities lies in its ability to identify patterns in large and unstructured datasets. Tasks that are core to the delivery of great customer service, but also tasks that are incredibly difficult for humans.
In the context of contact centers, AI is commonly thought of as chatbots. Yet innovative new use cases are emerging where human agents can remain at the heart of operations and be assisted by using specific AI capabilities.
CREATING THE SUPER AGENT
Using AI for agent assistance is getting more and more visibility as the weaknesses of direct-to-consumer chatbots start to show up, specifically related to programming errors, hallucinations, and a lack of consumer acceptance. This leads to the increased risk of customers receiving inaccurate information.
While voice remains the primary communication medium used to interface with contact centers, agents utilizing it and the other channels need the consistent ability to accurately find the right information. Data quality becomes important, and if an agent is handling an interaction and searching through a knowledge base, they may encounter multiple articles on the same topic.
Multiple revisions or evolving procedures are a common issue with any business. But a properly trained AI tool can sift through these articles instantly, providing the agents with the most accurate and up-to-date information to resolve customers’ issues swiftly. It could even be used to flag obsolete information for future deletion.
30 CONTACT CENTER PIPELINE
YET INNOVATIVE NEW [ AI ] USE CASES ARE EMERGING WHERE HUMAN AGENTS CAN REMAIN AT THE HEART OF OPERATIONS...