AI-BASED APPLICATIONS ARE ITERATIVE AND WILL GET BETTER THE MORE YOU USE THEM .
There is a powerful multi-win synergy between AI and its use for simplifying the agent training experience . The more agents you have , the larger the data sets will be for training : this is the single most important factor for AI ’ s effectiveness .
As such , your initial results may not be perfect , but they will absolutely improve as things progress , and you will soon reach a point where the payoff for AI will be evident .
Aside from helping agents broaden their omnichannel capabilities , there is another important operational need AI can address .
The rise in contact volumes is not subsiding , and AI ’ s automation capabilities can help manage that traffic . However , the challenge of keeping contact center staffing levels high will prove to be an uphill struggle .
And aside from the churn that is inherent in the customer service space , contact centers are struggling to attract new agents . Investments must be made to shorten the recruiting and training cycles and effectively onboard new hires quickly .
For example , AI-powered assistants are an effective way to shorten the onboarding cycle and accelerate agent training : while simultaneously freeing up other contact center resources .
AI-POWERED ASSISTANTS [ CAN ] SHORTEN THE ONBOARDING CYCLE ...
28 CONTACT CENTER PIPELINE
Agent capabilities and productivity can be enhanced with an agent desktop that integrates with multiple AI applications to construct conversational answers to simple queries . It can also assist agents with intent , sentiment , suggested responses , and more . Agents quickly benefit from AI-powered guidance to provide meaningful , proactive , and fast resolutions .
3 . Empower Agents
What really matters in providing great CX is ensuring that agents have access to the right information at the right time . Aside from being able to address customer issues in the moment , agents must strive to make each interaction personal , so customers feel valued and heard .
When contact center agents aren ’ t empowered with the right tools , it can have a ripple effect , negatively impacting agent satisfaction , increasing handling times , and reducing FCR rates .
An integrated agent-centric omnichannel desktop that provides full visibility to the customer journey and context data , streamlines workflows , and allows easy access to systems and data , is essential for agent success .
HOW TECHNOLOGY CAN DRIVE AGENT SUCCESS
Every business with a high volume of contacts in industries like finance , healthcare , travel , utilities , retail , and more , can benefit from a better , unified , and tightly orchestrated contact center solution .
AGENT EXPERIENCE
As customer service becomes increasingly omnichannel , an integrated desktop is critical for agent performance . This enables agents to seamlessly shift from channel to channel based on customer preferences and have ready access to both applications and co-workers concurrently .
The demands of CX today mean that all of this must be seamless as agents cannot afford to waste time transitioning from window to window , or app to app . When these capabilities become part of the agent desktop , your agents will have deeper visibility into each customer journey , empowering them to provide next-level customer service while improving their own experience .
AI-BASED APPLICATIONS ARE ITERATIVE AND WILL GET BETTER THE MORE YOU USE THEM .
The potential for actionable insights and reports with FCR data and analytics across channels , with detailed interaction reporting and data , is limitless . With these comprehensive analytics , the business can unify its systems and channel data for a concise and meaningful analysis of channel usage , member experience , and agent experience .
AI-based applications are iterative and will get better the more you use them . AI is still in its nascent stage of adoption in contact centers and is constantly evolving .
If AI applications are added in silos , the task of integrating all of them into a seamless agent experience becomes much more difficult . The key to a successful deployment , then , is being nimble and evolving with AI over time to improve the agent and CX and overall business value .
And that ’ s music to your business ' s , agents ’, and to your customers ’ ears .
Rob McDougall is the CEO of Upstream Works , a provider of omnichannel contact center desktop solutions that simplify and improve agent and customer experiences . He is an accomplished contact center leader and catalyst for change and has a continued focus on omnichannel innovation and enhanced AI integration capabilities .