9OCTOBER - NOVEMBER 2017 27SEPTEMBER - 2017 If we categorize contact center functions as:-· Service based· Sales based (up sell opportunity)·Complaint/Escalation basedIn service scenarios, routine tasks will be automated. For sales opportunities, marketing will become more precise and companies will be able to up sell products and services at an accelerated pace. Recently, I browsed a few online retailers in search of a special pair of shoes. I found a pair I was interested in, added it to the shopping cart, but like so many fickle consumers, I abandoned the shopping cart. Two days later, I was browsing several social media platforms; guess what transpired? The shoes that I abandoned earlier re-marketed to me at a lower cost and free shipping. AI recognized that I that needed to be incentivized to make the purchase. You can imagine what happened, I made the purchase. In this scenario, I did not need a human interaction to compel me to purchase the shoes since it was a simple transaction. I was systematically contacted and offered a compelling reason to purchase shoes. The beauty of this transaction is that the company did not have to pay commissions or benefits and I was not pestered by a salesperson. An exceptional experience.AI is a smarter way to close customers and solve customers problems because it uses predictive analytics that combines models based on human behavior and emotions. By understanding human behavior and emotions, contact center leaders can develop systematic approach to improve net promoter scores and customer engagement. Another advantage of AI is that the patterns of behavior and emotion are analyzed in minutes versus traditional methods of daily, weekly or monthly data analysis.AI can also be utilized to analyze speech. Through speech analysis, we can determine the caller's tone, vocabulary, sentiment, and even silences to gauge emotion and satisfaction. Advanced predictive analytics, detects a caller's frustration or anger and even predict when a caller is lying or attempting to commit fraud. In a complaint or escalation scenario, AI could help detect regulatory violations. Imagine how much time it would save banks and increase compliance, if AI tools could be used to detect a possible regulatory violation or eliminate it.AI advantages will go past the contact center function. For example, AI can be used to better target potential contact center agents and leaders for hire. This will expedite recruiting processes. AI could search for candidates that are best fit and then provide that information to the human resources recruiter. An AI assisted recruiting process could reduce attrition, training costs, and overall job satisfaction. There are some organizations already using AI for recruiting. Furthermore, AI can even be used for targeted agent training. AI has many applications in the contact center.Artificial intelligence is here. Contact center leaders can proactively determine how to create a road map that integrates AI. AI integration will automate transactions, augment conversations, utilize predictive analytics that will empower agents with relevant information and elevate the customer experience with the power of a human touch. Bottom line: artificial intelligence is a game changer. I imagine AI will serve as the software developer to program the next revolution of technology solutions to further enhance the customer experience. ESOAI INTEGRATION WILL AUTOMATE TRANSACTIONS, AUGMENT CONVERSATIONS, UTILIZE PREDICTIVE ANALYTICS THAT WILL EMPOWER AGENTS WITH RELEVANT INFORMATION AND ELEVATE THE CUSTOMER EXPERIENCE
< Page 8 | Page 10 >