The AI Customer Experience Revolution

By now you have heard the hype about IBM’s Watson and its platform for artificial intelligence integration into a variety of business applications. You have also likely heard the commotion from Facebook about chatbots and the many ways to capitalize on these bot companies. Revamping voice as a new user interface,  Apple’s Siri and Amazon’s Echo have both brought intelligence into everyday life  bringing a new family member into many households.

With the explosion of artificial intelligence, we have really only begun to see the beginning of it’s capabilities and one specific area AI can make more than a spark of a difference is in customer experience.

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A Better Way to Measure Success in Contact Centers

I’m sitting here on hold with my health insurance provider (again). Same issue, fourth time on this same call. First, let me say, I do realize that healthcare providers just can’t, as policy, approve every authorization for them to outlay money. However, this entire experience (as I sit on what seems to be an indefinite hold) makes me evaluate what’s truly important success in contact centersin the contact center industry.

More often than not, contact centers still judge themselves on traditional contact center metrics. Is that really going to accomplish the end goal? For instance, if you’re using Average Handle Time and your customer is immediately dissatisfied and hangs up because their experience is horrible or if your agent rushes your customer off a call to keep time down, are you really providing quality customer care?

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The Forgotten Duo in Customer Experience

We write a lot about customer service but we think it’s pretty essential to tBatman Robinhe success of any business and we also know that companies not meeting these ever so changing customer demands will be left out to shrivel up and die a slow and painful death. Ok maybe not that bad, but you get the point. We have tried to instill the value of actively listening to customers across a range of platforms, implementing lightning speed responses, and providing agents with the super human resources they need to succeed. But among all of these uber important survival skills, we have yet to discuss two crucial elements of customer experience: effort and emotion.

Effort and emotion is an almighty and powerful duo – think Batman and Robin. Both have the power to make or break the customer experience and yet it’s rarely brought up…until now. It’s time to expose the ways we engage with customers and maintain longevity in these relationships.

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The Marriage of AI and Customer Contact Centers
Future Contact Centers and Artifical Intelligence

The marriage of contact centers and artificial intelligence (AI)

The future of contact centers will predict a customer’s inquiry and foresee what it is they’re calling about. By using artificial intelligence (AI), future contact centers will also be able to provide appropriate support to the customer, thoroughly enhancing the customers overall experience, hence the marriage of AI and customer contact centers. While this may sound like computers are replacing humans, it’s actually more like a human plus one. AI is actually helping the human, be it the contact center agent or the customer, to be more efficient and get more accomplished in a minimal amount of time.

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The Generation of Now… Are You Prepared to Serve?

Millennials expect a different customer experience. Blueworx helps. The Millennial generation is the largest in US history and they’re already having a considerable impact on the economy. A strong brand for your company isn’t enough to be successful any longer. With product information, reviews and price comparisons all available via a device that goes with them everywhere, Millennials are making choices that can offer maximum convenience at the lowest cost.

So it’s more important than ever to be sure that your customer service practices and customer experience design are ready to serve these young clients the way they want to be served. The time to get this right is now.

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When Was the Last Time You Felt Like a Welcomed Guest?

Welcoming Customer InteractionsThink about the last time you walked into a store and felt welcomed, like they were excited that you were there. The sales person wanted to help you and worked to understand your needs to assist you in your shopping journey. What about the last time you had a dinner party?  Did you just know that your guests felt welcomed and enjoyed being with you? These moments are what you call a “personal experience.” How can businesses translate these personal kinds of feelings into a process which creates a customer experience that is memorable?

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Four Considerations When Planning for AI in the Contact Center

AI in the Contact Center - Disruptive TechnologyThe adoption of Artificial Intelligence (AI) has been said to have been “right around the corner” for at least a decade. As with all disruptive technology, it takes time for mass acceptance.  Yet when that tipping point happens, we better be ready to harness it.  In a 2016 Harvard Forum, Ed Felton, Deputy U.S. Chief Technology Officer from the White House Office of Science and Technology Policy, likened the importance of Artificial Intelligence to that of mobile computing and internet. Just imagine that. Eventually AI will be as common in our lives as our Smartphones and the Internet.   So, what do companies need to do to prepare themselves for this revolution?
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AI Helps Drive Up Customer Loyalty and Wallet Share

Customer Satisfaction CSAT in Contact CenterMost companies look to the measurement of CSAT (Customer Satisfaction) as a metric for determining how effective their contact center is, or is not. But what does that really mean? Does it tell you anything about the customer? No, the measurement simply tells you if you met the customer’s expectations. But how do you meet every customer’s expectation when each is unique? In today’s marketplace, consumers are demanding more and more from their contact center interactions. They want timely and accurate resolutions to their ever-changing needs.

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Self-Service & Speed of Answer – Resolving Contact Center Top Challenges with Watson

Watson - Self ServiceBusinesses experience many challenges in their contact centers as they try to provide the best customer service possible. In a previous blog, we covered the challenge of attrition in the contact center. (https://www.blueworx.com/resolving-the-contact-centers-top-challenges-with-ai/)   An additional factor in keeping customers and employees satisfied and engaged is the self-service experience.

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High Agent Attrition – Resolving the Contact Center’s Top Challenges with AI

interactive-voice-response-heroContact Centers experience many challenges across business units as they try to satisfy customer expectations. Keeping your customers happy and loyal can be a huge differentiator for your business. On the other hand, keeping your agents happy and engaged is another challenge that is often overlooked when talking about customer experience.

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