As we’ve been in peak holiday season it been an interesting couple of weeks, as I’ve helped to cover our support team.

It’s been eye opening as by using an AI powered Contact Centre solution there have been a few changes in the past year that have been improved by AI, and some pieces that are coming in the future.

These include:

 

Automated Triage and Routing:

    • AI-powered chatbots or virtual assistants can handle initial inquiries, assess their complexity, and route them to the most appropriate human agent.
    • By doing so, AI ensures that straightforward queries are resolved instantly, improving FCR.

Predictive Analytics:

      • AI algorithms analyse historical data to predict the likelihood of successful resolution during the first contact.
      • Agents receive insights on which cases are likely to require follow-up, allowing them to prioritize effectively.

Natural Language Processing (NLP):

        • AI-driven NLP enables better understanding of customer messages, even in colloquial language.
        • It helps agents respond accurately and empathetically, reducing the need for multiple interactions.

Knowledge Base Enhancement:

    • AI can continuously update and expand knowledge bases with relevant information.
    • Agents access this repository during interactions, ensuring accurate and up-to-date responses.

Sentiment Analysis:

      • AI detects customer sentiment during conversations.
      • If a customer is frustrated or dissatisfied, agents can take proactive steps to resolve issues promptly. 
  • Automated Follow-Up:
    • AI can send automated follow-up messages after resolution to ensure customer satisfaction.
    • It also tracks unresolved issues, alerting agents to address them promptly.
  • Self-Service Options:
    • AI-driven self-service portals allow customers to find answers independently.
    • When customers can resolve issues without agent involvement, first time resolution improves.
  • Real-Time Assistance for Agents:
    • AI provides real-time suggestions to agents during interactions.
    • Whether suggesting relevant articles or proposing optimal responses, it enhances first time resolution.

If you want to see how AI Can help in your Contact Centre drop one of our team a call on 0118 940 9000 or fill in the form below.