Customers have always been vocal about the service they receive. They are usually most vocal when complaining about a lack of service, their frustration at not having their issue resolved, not being heard, or being unable to contact anyone for help.
Contact centre agents are often faced with frustrated and angry customers who expect immediacy of resolution. The human agent, if not provided with the right tools, systems, and processes to do their job effectively, is set up to fail, no matter how capable and customer-centric they may be.
Conversational AI solutions, virtual agents, deployed within the contact centre environment have proven to deliver great customer experiences whilst at the same time greatly improving the human agent experience.
Contact centre priorities
There is no excuse for contact centres to not have the best interests of both employees and customers at the centre of their customer service strategy. There is also really no excuse for any contact centre to not have conversational AI solutions embedded into their environment.
The changing face of the contact centre
Conversational AI solutions continue to be game changers for content centre agents; improving efficiency and enabling agents to deliver great customer experiences. Agent satisfaction is greatly improved as is customer satisfaction when organisations are readily available anywhere, anytime any device, any platform – meeting customers on their terms – when, where and how they prefer. With no wait time.
Creative Virtual’s Agent Assist
Creative Virtual’s Agent Assist solution is being used by many global organisations and has seriously changed the employee and customer experiences. Our next generation Agent Assist continues to help agents, but is now capable of executing much quicker, more accurately and with unprecedented hyper-levels of personalisation.
Immediacy
Customers are impatient and don’t want to wait for anything. Agent Assist is putting the talk of “customers are the priority” into practice. It is powered by Creative Virtual’s V-Person™ Technology, helping agents resolve issues faster, and more accurately than before.
There is no need for agents to spend time on manual searches of the knowledgebase. AI analyses the customers’ issue real-time and instantly gives the answers to the agents, and suggests responses and links to the knowledgebase articles.
Know your customers
Using AI to sense the mood and sentiment of a customer, agents can adapt their communication style and approach appropriately. This vital information enables agents to proactively de-escalate tense situations and more effectively address the customer’s emotions. The ability to engage the customer in a way appropriate to their emotional state ensures a much better experience for the customer.
Automated call summaries
Removing administrative overload that is time consuming frees up agent time to engage with more customers. It also ensures that agents are spending most of their time on activities they do best – speaking and helping people – and less on admin.
Using conversational AI solutions to generate conversation summaries and put the data into the CRM automatically once a call has ended allows agents to immediately serve the next customer, improving productivity and efficiency, and customer satisfaction.
Accuracy
AI powered knowledgebases ensure that agents are fed the most accurate up-to-date information, reducing human error, and maintaining consistent service.
Enabling Agents to do what they do best
Agent Assist should be a standard tool for all contact centres that want to deliver the best possible agent and customer experiences. Agent Assist ensures a win win. The quality of interactions with customers is greatly improved, and agents are more efficient and effective, and spend their time on high value satisfying activities.
