CONTACT CENTER TRANSFORMATION
BY MICHELLE SCHROEDER, POLYAI
ILLUSTRATION PROVIDED BY ADOBE STOCK
ONLY A CX“ BAND-AID”?
AI CAN BE TRANSFORMATIVE IF DONE RIGHT.
When people talk about automation, including customer experiences( CXs) powered by AI, it often comes with dramatic headlines: jobs disappearing, customers shocked and awed, entire operations reshaped overnight. The reality for most businesses’ contact centers has been relatively mundane. They ' re using automation as a " band-aid ": slapped onto flawed systems as quick fixes rather than used to fulfill its real promise.
Let’ s be clear. The band-aid approach may help your organization survive for the next month( or maybe even the next quarter) but it is a disaster over the long term.
28 CONTACT CENTER PIPELINE
Even worse, it will never get you to the point where you’ re reaping the full benefits of automation. Namely gaining control over contact center operations( including their costs), building customer loyalty, and delivering revenue-generating experiences.
TURNING AUTOMATION INTO TRANSFORMATION
Layering AI on top of flawed systems doesn’ t solve problems. Instead, it generally makes them worse, with results ranging from hallucinations and inconsistent answers to frustrated customers and lost business.
To continue the medical metaphor, scaling up AI and automation initiatives without the proper data infrastructure, planning, security procedures, and partners are cures worse than the disease.
LAYERING AI ON TOP OF FLAWED SYSTEMS DOESN ' T SOLVE PROBLEMS. INSTEAD, IT GENERALLY MAKES THEM WORSE...