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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The Art of Balancing Costs & Customer Experience In Your Contact Center

Cognitive Contact CenterImagine this for a moment. You call into your local bank or financial institution outfitted with an interactive voice response application that is set up to quickly and properly direct your call. This scenario could possibly go in a couple of directions – good or bad.

Your call flow then offers what seems to be a list of generic options – none of which are really what you are looking for. You repeat the menu again, only to be frustrated when nothing matches what you are calling about. The next and seemingly only option left is to just press zero, hoping to get to a live agent. This process translates to lost opportunity and lost money, not to mention an unhappy customer and agent.

What if that experience could be significantly different – even enjoyable? Imagine you call into your bank and are greeted in a more natural conversational manner. You hear something like “Thank you for calling. Please tell me how I can help you today. Say: check account balances, verify deposits, speak to a banker, or something else.” You are able to talk in a more natural fluid manner to ask for what you need – and most likely you’ll get somewhere. As always, you can opt out for an agent, but you are more likely to hang on the line and be routed properly.

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Blueworx….Customer Experience is Our Passion

financial-services-hero-bgGreat service means going the extra mile to surprise and delight customers. It has often been said that the customer experience is the battle ground for winning customer’s hearts and loyalty. So what do customers really expect these days and how can businesses really measure up?   It might be as simple as getting back to the basic building blocks of customer interactions: speed of service, knowing your customers, owning up to mistakes and recognizing that you should always err on the side that the customer is always right.

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Artificial Intelligence (AI) and Contact Center Fraud Prevention

AI and Contact Center Fraud PreventionThe amount of data we deal with every day is growing at a staggering rate. The issue then becomes the management and security of that information. How do we keep this ever increasing amount of data safe and prevent fraud? We need to become smarter about which technology we use to secure the data while still being able to access it when required. Enter Artificial Intelligence (AI). So, how do we use AI to the benefit of our overall security protocol?

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