To address this , businesses can consider implementing solutions , which offer advanced AI capabilities to streamline call routing and automate repetitive tasks , enhancing the efficiency and effectiveness of contact centers .
Customers expect a seamless experience when interacting with businesses over both chat and phone . The success of any system depends on its ability to scale and provide a seamless and an engaging experience for customers . They need to include the following .
• Multichannel support . The system should allow businesses to deploy AI ( artificial intelligence ) applications across multiple channels , including voice assistants , Conversational IVR , chatbots , and messaging platforms , giving customers a consistent experience across all channels .
• Advanced analytics . Built-in analytics and reporting tools enable businesses to gain insights into customer behavior and preferences , and to continuously improve applications over time .
• Enterprise-grade security . Security features that are designed to protect user data and maintain compliance with relevant regulations , including role-based access controls and encryption .
• Scalability . A cloud-based architecture that allows businesses to scale up or down the application based on demand , ensuring that performance and availability are maintained even under high volumes of user interactions .
16 CONTACT CENTER PIPELINE
• Accuracy in understanding customer queries . It is imperative for the system to accurately interpret and understand the customer ' s queries to facilitate appropriate responses . Leveraging advanced linguistic technologies can enhance the precision in understanding the nuances of customer language , thereby avoiding miscommunications and ensuring that the responses are aligned with the customer ' s intent .
• Integration with other applications , on demand . Businesses need the freedom to tap into other applications – backend systems or language models : as they need , when they need it . Having full control over what happens when will let the business fine-tune the user experience and maximize the value .
By focusing on these essential features , businesses can build a system that not only meets the current demands but is also equipped to adapt to evolving customer needs , ensuring a service that is both efficient and satisfactory .
Businesses need to also think about the type of Conversational AI they want to adopt , consider the language model needed , and if they are skilled enough to use a pro-code , or even low-code , platform . It ’ s also important for businesses to assess how much value they want out of their customer service , which will also determine what level of code they go for .
BUSINESSES NEED TO ALSO THINK ABOUT ... IF THEY ARE SKILLED ENOUGH TO USE A PRO-CODE , OR EVEN LOW-CODE , PLATFORM .
FINAL THOUGHTS
On the whole , businesses need to think critically about what CX they want to deliver , and what their objectives are . They must then choose a technology that delivers value for their organization .
PLATFORMS
What is certain though , is that the CX is not just a single-handed channel . The future of the CX needs to include both the chat and the telephone experience .
By focusing on the best user experience and improving it , companies will drive the highest customer satisfaction . However , enterprises should be careful with chatbots and IVR systems when designed only to automate tasks and reduce costs , rather than to create a positive user experience .
... THE INTEGRATION OF NO- AND LOW-CODE PLATFORMS WITH PRO-CODE PLATFORMS CAN ACHIEVE GREATER FLEXIBILITY , SCALABILITY , AND CUS- TOMIZATION OPTIONS .
The increasing demand for self-service solutions in customer service has led to the rise of Conversational AI and the emergence of no- and low-code platforms . While these platforms offer a cost-effective option for small enterprises , they may not provide the level of customization required by certain businesses , and their generic language models may fall short in delivering the desired CX .
Therefore , the integration of no- and low-code platforms with pro-code platforms can achieve greater flexibility , scalability , and customization options .
Ultimately , the success of any Conversational AI system depends on its ability to provide a seamless and engaging experience for customers , on its ability to scale across channels and to provide insights into the interactions via advanced analytics .
Britta Guldmann is the Customer Success Manager & Conversational AI Specialist at Teneo . ai , the intelligent voice platform provider for contact centers . She has over 15 years of experience working in the Conversational AI field , designing and building Conversational AI artifacts across different sectors .