We are all exposed to some form of Artificial Intelligence (AI) on a daily basis. Whether we employ it for personal projects with Siri, on our device’s software to efficiently tag photos, or at the office with the likes of Watson or Alexa, it is obvious that the Age of AI is here.
Heath Terry, Head of Internet Research at Goldman Sachs, states, “We’re going from a world where people give machines rules to a world where people give machines problems and the machines learn how to solve them on their own.”
Terry’s video* on the topic suggests that there are 3 main drivers for the use of AI to solve problems.
- The massive proliferation of data (36% growth annually)
- The need for real time answers for the response to be economically viable
- The amount of open source code that allows us to continually build on the work of others.
AI Use in the Contact Center
So how does that translate into usability in the contact center? What applications would benefit from using AI across the customer experience? There are two applications that we see value in leveraging AI in the contact center:
- Self-Service: AI can add value to the self-service process. Without AI, self-service options for resolving issues are very binary. Each issue is resolved using the same fix. But what if there is more than one fix to each problem? How do you provide a personalized response that satisfies the customer without providing too many options which can cause confusion and prevent self-service from working? The answer is AI, and when used in tandem with your IVR, chatbot and other call center automation technologies, it can deliver a whole different kind of experience.
Businesses love self-service as a way to save on agent costs, but let’s face it, people still like human interaction when dealing with complex problems. How can AI provide the human connection?
- Agent-Assisted Service: AI can be used in conjunction with a live agent to predict customer behavior and present the agent with insights into the customer profile. More relevant recommendations can be offered that help solve the customer issue, thus limiting the need for the “scripted response.” Plus, the time spent on the call is greatly reduced, increasing agent overall productivity and customer satisfaction.
The opportunities are endless. AI has the ability to push your contact center metrics (Customer Satisfaction, Average Handle Time, First Call Resolution) in the right direction and deliver on customer-centric programs to increase satisfaction.
If you’d like to find out more on how Artificial Intelligence can drive real results for your contact center, Contact Us.