GenAI CAN HELP, LITERALLY... BUT EVERY PERSON WHO USES GenAI IS RESPONSIBLE FOR THE PRODUCT IT CREATES.
Then, the agent could have added expressions of empathy and sympathy that acknowledged the customer’ s feelings.
5. FOR CAREER ADVANCEMENT
Contact centers are the rare workplace where a person can start in an entry-level job( phone agent, paid hourly) and rise through the ranks to manager or director.
A star customer service agent becomes a QA specialist, then Team Lead, Training Manager, Workforce Manager, even Director. The contact center is a great place to grow!
GenAI CAN HELP, LITERALLY... BUT EVERY PERSON WHO USES GenAI IS RESPONSIBLE FOR THE PRODUCT IT CREATES.
However, many talented customer service agents have rough-around-theedges writing skills. They usually begin their careers by talking to customers on the phone, so their speaking and listening skills are more important and noticeable than their writing skills.
Some agents have more product knowledge, emotional intelligence, and hustle than formal higher education. Their promotion to email, chat, or social media channels can expose weak or unpolished writing skills. This deficit can cause some agents’ career growth to stall.
Every career advancement in a contact center demands new and more sophisticated writing skills. When smart agents who want to climb the career ladder lack writing skills, they may never realize their ambitions.
GenAI can help, literally. When used as a proofreading tool, it can prevent the embarrassment that surface errors( like“ alot”) cause.
When a former customer service agent-now-newly-promoted-Training Manager has to write an onboarding curriculum for the first time, GenAI can help.
WRITING WELL
When a new Workforce Manager has to create a budget proposal, GenAI can edit the draft to make it more convincing.
It’ s not“ cheating” to use GenAI to write or even to fill in gaps in your writing skills, but every person who uses GenAI is responsible for the product it creates.
Whether the AI tool checked your writing for errors, drafted the entire document for you, or made it more interesting by shaping your tone, you- the writer- are responsible for ensuring the product meets the readers’ needs. When GenAI tools help smart people advance in the contact center, everyone wins.
E-WRITE
' s Leslie O ' Flahavan helps people write well to customers. She delivers customized training for frontline agents, social media managers, and contact center leaders. She is a problem-solver for all written channels: email, chat, text and social. Leslie is a LinkedIn Learning author of five customer service writing courses. Connect with Leslie on LinkedIn or follow her on Twitter.
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I ' ll give you a quick example: When a consumer calls us to file a GAP claim, they have just experienced a total loss of their vehicle, likely from theft or accident. Our associates are phenomenal at supporting the emotions of the customer and helping them navigate the local and state laws to get their claim paid. We cannot replicate that people-first experience with technology, but we can augment what our agents can do to provide a faster and more convenient experience.
In the cases where a process is fully self-service, we are careful to make sure these are transactional in nature. We only deploy those processes where the customer or dealer wants the convenience of self-service.
On top of that, if something in our self-service processes doesn ' t go as planned, we have an associate support that transaction immediately. We have found that many people don ' t want to talk to a human for simple tasks until something isn ' t going right, and then they expect someone to help right away. We want to deliver that level of service for those who want it,“ meeting our customers where they are.”
WE BELIEVE STRONGLY AS AN ORGANIZATION IN THE INTERSECTION OF TECHNOLOGY AND HUMAN TOUCHPOINTS.
INSIDE VIEW
IS AI SERVING YOUR CLAIMS AND CUSTOMER SERVICE CENTER TO IMPROVE ACCESSIBILITY AND EFFICIENCY? IF SO, HOW?
A. Yes, to both. One example of efficiency is our internal AI agent. We sell products on thousands of different forms, which can be governed by different processes or policies. Additionally, each form has to comply with 50 distinct sets of state laws. This agent acts similarly to how we all use ChatGPT, it takes key information of the transaction and provides a response on how to move forward with a link to the document for reference. Without AI, we couldn ' t accomplish this. It saves us time on every call and provides extra bandwidth by providing accurate information and limiting questions.
Thank you, Justin. We appreciate you sharing your insights about your contact center experiences. Find out more details about the JM Family organization.
Linda Harden is President and Founder of Pipeline Publishing Group and Contact Center Pipeline magazine.
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