Is Transforming Customer Experience on Your 2024 To-Do List? Of course, it is. You’re a creative CX leader, ready to leverage the right technology to enhance processes for both your customers and employees. This year, it’s all about AI integration—and how AI streamlines your existing systems.
With AI becoming such a hot topic, it’s natural to feel excited about its potential yet unsure where to start. If you’re asking yourself the following questions, you’re not alone:
- Should I use AI?
- What’s the first AI project that fits with a Contact Center?
- How should I get started? Like, what’s the first thing I should do?
- Is our data secure?
- Are there any vendors that meet our privacy standards?
- Will customers be satisfied with our use of AI?
- Will my boss be satisfied with it?
- How do I build a business case for AI? How much is this going to cost us?
- How customizable are the AI solutions we purchase?
- Is the AI hype overblown? And how much of it can I trust as reality?
Most business leaders are still in the early stages of implementing anything related to AI. And there’s a lot of doubt and uncertainty. Don’t feel like you need to be an expert. There are several simple ways to start implementing AI in general to significantly enhance the customer experience.
From AI Thinking to AI Implementation
The first step to taking AI to the next level is identifying use cases. Look for areas within your business that involve a lot of manual, repetitive tasks—those types of jobs that machines excel at and humans tend to find tedious and time-consuming.
Remember: AI is never boring; it never gets tired; it never becomes careless or distracted.
In your Contact Center, the perfect place to start is post-call (or post-chat) work.
Agents excel at problem-solving, and you want these employees to be ready to assist customers in resolving issues as soon as they reach out. However, after each interaction, agents also need to take notes on tasks like analysis, coaching, and record-keeping—in case the customer contacts you again about the same issue.
But here’s the problem: Your agents—without many exceptions—probably don’t enjoy post-call note-taking. Unlike AI, your employees will get tired, bored, and distracted. And, of course, they’re prone to making significant errors, like forgetting to take notes or complete other tasks.
But the real time-consuming issue here is that this work is post-interaction work. Agents can’t do it simultaneously while serving customers, so they can’t start taking notes until the interaction is complete.
Creative AI can work alongside humans to summarize what happened during the interaction as it occurred—what was said, what actions were taken, and what still needs to be done. This means that when the customer interaction ends, the agent’s post-call work shifts from note-taking to reviewing the notes generated by AI. Human agents play a crucial role in this process by providing feedback on the work done by the AI and confirming that they agree with what the AI has captured.
Offloading this task also helps reduce time… reading what the machine has written, verifying accuracy, and moving on to the next customer with just a click is much faster. Agents appreciate this type of work; they believe it will improve their performance and make them happier in their roles. This is something all Contact Center leaders highly value.
Exploring All the Advantages of AI
We all know the main benefit of technology that supports agents is that it saves time in the Contact Center. And when agents return to the queue faster, wait times are minimized, and customers are more satisfied—all without needing to add more staff.
But saving time isn’t the only benefit when AI works alongside your agents.
One superpower of AI that humans can almost never achieve is completing processes consistently. AI will track all the key points in a conversation, whether the interaction between the agent and the customer lasts 30 seconds or 30 minutes.
Human agents might easily forget key actions and conversation details. But AI never forgets.
Your agent assistant won’t abbreviate—unless instructed to do so. It will use numbers or spell them out at all times if that’s what you prefer. The AI’s assistant notes are always formatted with the same date, ensuring consistency. The direct result is clear, consistent data that improves analysis capabilities and provides a deeper understanding of what’s really happening in your business.
The powerful analytics and journey management options in today’s Contact Center manager toolkit rely on the accuracy and cleanliness of the input data. When AI is taking the notes, accuracy is no longer a major concern.
Another key benefit of integrating AI into the workplace is improved employee satisfaction. Agents don’t enjoy highly structured, scrutinized tasks that prevent them from reaching their goals. They want to serve customers well and then move on to the next one.
Agents also don’t want to struggle with piecing together contexts from incomplete notes about previous customer interactions. When AI handles the summarization, these challenges become a thing of the past. When employees need to reference old notes, they know exactly what to expect because the format is identical to the one they review after each interaction. The useful data or insights they’re looking for are all there, as AI has captured that information during the last interaction with the same customer.
Finally, when agents are equipped with AI, training for new roles becomes much simpler. Agents who now have access to summarization and knowledge retrieval technology can spend more time engaging in training to develop soft skills, such as building relationships and delivering empathetic customer service. They no longer need to spend as much time learning how to search for information in knowledge bases, notes, or select summary codes.
Don’t Go It Alone: Achieving Long-Term Success with AI
The landscape of creative AI providers is highly complex. There are niche solutions with obscure or uncertain origins; point solutions with questionable integration services; and all-in-one platform solutions that are just beginning to integrate AI. To ensure you’re set up for success, consider a provider with expertise in Contact Centers and customer experience.
- When searching for an AI technology partner for your Contact Center, it’s essential to evaluate these five key characteristics and capabilities.
Look for AI technology rooted in a customer experience platform. The technology should be integrated into the platform to support outbound calls, inbound calls, self-service, digital, voice, and employee experiences. It should not be a patchwork of disconnected acquisitions. - AI should be purpose-driven. The platform should encompass data transformation, machine learning processes, and various AI techniques drawn from conversational, predictive, generalization, regulation, and other AI principles. You don’t want a solution limited to a specific technical group or narrow use case.
- Technology should be built with customer trust at its core. AI ethics will govern how technology is used within the customer experience (CX) platform. Ensure that the platform adheres to some of the strictest security, privacy, and data protocols. When AI components are introduced, they are rigorously tested to ensure they do not violate data protection measures. Not all CX platforms are inherently equipped with AI ethics principles from the conceptual stage.
- User-friendly. AI tools will deliver an improved experience for both customers and employees—immediately. You can easily configure and optimize AI for your specific needs. Integrated analytics help you understand how to apply AI and whether it’s having the expected impact on your business. AI doesn’t have to be an expensive, long-term science project.
- Flexibility. Perhaps the most important feature in your AI partner is flexibility. When you’re trying something new and learning through the implementation process, nothing is more valuable than flexibility. Look for a product with an AI package designed for experimentation, testing, and iteration. And you want all the features—ranging from advanced chatbots to employee support and beyond—available in one unified toolkit. This allows you to access everything and leverage capabilities in the way (and when) you need them.
Add Genesys AI to Your To-Do List
Every company approaches AI integration with different priorities and internal tools. The Genesys Cloud™ platform includes integrated AI tools that support your agents, allowing you to serve your customers—on the desktops they use—customized to your use cases, brand voice, and underpinned by trust and security.
To learn more, contact BPO.MP – Genesys’ strategic gold partner in the Vietnam market – via Hotline 0931 939453 or email your inquiries to info@mpbpo.com.vn to discover how AI will accelerate your customer and employee experience in 2024.
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