Contact Center Pipeline October 2024 | Page 16

PRESENTED BY COGNIGY

Using this system , your customers don ’ t have to wait on hold before they reach the agent , and all of the ‘ mundane ’ steps are already taken care of . The AI Agent will provide all of this information to the agent before they even answer the call , so your human employees never have to risk frustrating customers with the same dull question … “ May I ask the reason for your call ?”

With AI Agents handling IDV , you vastly improve the chance of a satisfactory outcome . If the customer ’ s request is simple and related to IDV ( such as changing a password or updating an address ), AI can handle it automatically – which means no waiting times or long calls .

If it ’ s more complex , the AI Agent will perform the basic verification steps and determine intent before sending the customer to the most appropriate agent , which cuts down on internal transfers and improves overall agent productivity .

WHY USE AN AI AGENT FOR IDV ?

• Automate the steps behind your important ( but boring ) verification process

• Reduce customer waiting times

• Empower agents by removing manual verification and providing information about a caller ’ s intent

In Action :

A contact center for a global banking brand headquartered in the USA was overwhelmed by customer call volume . Due to the sensitivity of personal information in the banking industry , every call began with agents taking customers through a 45-second verification process . Because agents were busy performing this IDV process , customers were being placed on hold for significant lengths of time .

The company introduced a Conversational IVR Agent to combat this issue , and the results were immediate . The agent reduced waiting times to zero and could immediately begin the IDV process . Crucially , it could recognize a caller ’ s intent , create relevant responses , or carry out the appropriate action .

With just this step in place , the contact center ’ s call burden was slashed . Most customers with basic requests reached an outcome without ever interacting with a human agent . Those whose calls did need human intervention didn ’ t have to wait as long or repeat their issues to get the support they needed .

16 CONTACT CENTER PIPELINE

LANGUAGE OFFSHORING

If your customers don ’ t speak your language , how can you help with their problems ? Hiring translators or native speakers isn ’ t usually practical OR cost-efficient .

Using an AI is the only effective way to create a multilingual contact center that you can scale . An AI that utilizes Natural Language Understanding and Conversational AI can not only understand multiple languages but also navigate through the natural quirks and issues that crop up during real conversations . Unlike human agents , AI is a 24 / 7 solution , so time zones have no impact on its effectiveness .

Cognigy . AI ’ s solution combines pre-trained NLU models and LLM data to provide an AI Agent capable of translating existing processes or flows when you want to launch new localizations . The agent can also engage in real-time conversations with customers and provide live translation for agents during the call .

AI Agents give you a cost-effective way to offshore languages . Rather than undergoing the costly and complex process of securing a contact center filled with staff speaking your destination country ’ s language , your AI Agent can be quickly trained from existing resources and deployed to provide 24 / 7 support .

In Action :

A major telecommunications provider strived to serve a market of almost 5 million customers in a country with its own language that isn ’ t widely spoken anywhere else . The niche nature of this language means many dedicated NLU models might have struggled , but the AI was instead trained using a universal language model .

After this dedicated training , the AI Agent could interpret and converse in this language to plug the company ’ s significant labor gap . Now , customers in that country could make contact and converse in their own language — whether that was to perform simple self-service tasks or for the AI to route the call to an agent and provide live translation during the call .

UPSELLING AND SALES SUPPORT

The old motto that governs sales is ‘ people buy people ,’ and contact centers often find that to be true . When a customer call becomes a sale opportunity , it ’ s usually due to the agent ’ s efforts and direct interaction with the customer .

Though the power of Conversational AI and Generative AI combined into an AI Agent would theoretically allow for an AI to promote offers and pursue upsells , the real potential is in combining AI with human agents to help maximize sales opportunities .