In a contact center environment , sales can take a complex route depending on whether you ’ re handling an outbound or inbound call and what your customer ’ s background and problem might be . A customer calling because they ’ ve run out of mobile data , for example , may be receptive to an upsell package – but only if you can navigate their frustration and confusion at being cut off from the internet .
AI Agents help create a more empathetic pathway to sell to your customers . After handling the initial IDV process , which already alleviates many of a customer ’ s main frustrations , the AI will display the appropriate background information to your human agent . The agent will then have a better understanding of the opportunity and be better able to target a sales opportunity .
The AI doesn ’ t stop there , however – it can also monitor the call and identify contextual information from across your database to display relevant resources and pull opportunities that it sends to your human team . For example , the AI could recognize a user ’ s existing phone plan and display upgrade plans for the human agent to utilize on the call .
Sales , like any process , relies on understanding a customer ’ s needs and eliminating frustrations or delays . AI Agents help facilitate this at scale , making your entire organization better equipped to sell .
In Action :
A large Australian telecoms business struggled to grow its revenue despite engaging in dedicated sales training for its entire contact team . The team was expected to hit specific targets by engaging in upsells during customer calls .
However , because customers were usually calling about a problem and then having to wait on hold , perform verification , and make a complaint , they were not receptive to upselling . The team was growing more dissatisfied with its seemingly impossible targets .
After investing in an AI Agent , the business transformed the upsell process by automating the entire IDV process . This meant reduced call waiting times and gave the agent all the background they needed right from the start of the voice call . The AI Agent would also provide live support to issue offers and plan details directly to the agent ’ s screen .
Now powered by AI , the telecoms business has realized its sales ambition , generating enough revenue to help them grow considerably and expand into new territories .
PROBLEM-SOLVING
You might think of problem-solving as a ‘ basic ’ feature . After all , Google can often give you the answer – why would you need AI ?
The reality is that for contact centers , where a customer ’ s issue is pressing to the point of urgency , you need your team to be able to reach a competent resolution as soon as possible – without relying on generic resources like Google , which aren ’ t relevant to your service or products .
Using a digital knowledge hub that agents have to search during a call manually isn ’ t as straightforward as using an AI Agent as a problem-solving solution . With its ability to listen to calls in real time , the AI can identify queries and search your database for the correct answer — all in a matter of seconds . Some AI Agents can also utilize Automated Image Analysis , which allows them to extract data from digital images such as order receipts .
This means you ’ ll be able to resolve user queries at the self-service stage wherever possible . If a query is too impactful for the AI to deal with independently , it will find the most appropriate agent for the problem . This cuts customer wait times , minimizes the risk of a customer being transferred to an agent who can ’ t help them , and ultimately speeds up effective outcomes that lead to happier customers .
In Action :
A prominent retail client found that customer queries around order status , shipping details , and product information were slowing down their team . They began working with Cognigy . AI to streamline the customer contact process and make it easier for customers to find solutions to their problems without ever speaking to a human — though a call could still be routed to an agent if necessary .
The brand created a personalized virtual assistant powered by Conversational AI . It acted as the first point of contact for all customer queries and could either resolve them or flag the right agent . This dramatically reduced resolution times from 10 days down to just 15 seconds .
Better yet , thinking back to the upselling use case , this AI Agent also helped supercharge conversion rates by providing personalized shopping support . Following its deployment , the company enjoyed a growth in conversion rate of 200 % year-on-year .
AI is not here to replace existing human agents . It is designed to augment your team and improve the entire customer support experience from first contact to resolution .
If you have a use case in mind you think AI could support your team with , request a demo of Cognigy . AI and see how artificial intelligence can revolutionize your contact center .
ABOUT COGNIGY
Cognigy is revolutionizing the customer service industry by harnessing the most cutting-edge AI technology on the market . Its award-winning solution , Cognigy . AI , empowers businesses to deliver exceptional service that is instant , personalized , in any language , and on any channel . By perfectly combining Generative and Conversational AI to create AI Agents , Cognigy is shaping the future of customer service , increasing customer satisfaction , and supporting employees in real-time .
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