When operating your contact center, you may undergo many options and strategies to find the right solution to serve your customers best. After all, you are in the business of answering their questions and always ensuring their satisfaction.
But how do you do that when your contact center is overcomplicated?
How do you anticipate the needs of your customers while maximizing your productivity?
One of the best ways to step into the digital world and achieve a high level of customer satisfaction with your contact center is by taking steps to integrate AI with your call routing system. Artificial intelligence has many benefits when used optimally with your contact center, and today we wanted to look at a few of the most important benefits for your business.
When customers call your contact center, you already know they are calling for some issue or problem – maybe they have a question or concern about an order or one of your products. But if you are not using AI as part of your business, you’ll have to have every customer who calls navigate various menus and sub-menus using your IVR. This can get complicated, and even when they do get through to an agent, once they ask their question, it may end up that they’re not even in the correct department!
With artificial intelligence incorporated into your call center system, you’ll be able to personalize the experience for every customer. When they call, AI uses open-ended questions to allow your customer to communicate their problem in their own words. The AI then does the work to ensure that they are directed to the correct department or person every time. This type of instant, personal attention and service can lead to far more satisfied customers and our next benefit of AI for your call center.
If your agents are taking calls from customers that end up needing to be transferred to another department to handle the problem or concern, that means they’re losing that time. That time could be devoted to one or two other customers that need to speak with that agent in that department.
Integrating artificial intelligence into your answering system allows more calls to be directed to the proper departments, which means less time fielding calls that were misdirected by your antiquated and complicated “phone tree.”
More Accurate Data
A customer that calls your center, as you know already, is calling for a specific reason. When your agent answers, they will have to capture data from the customer to access their account and verify or ensure they can deliver the most accurate information possible to the customer in question.
With AI integrated into your contact center’s answering system, it automatically captures data like their phone number. It can instantly look up an order or account without the customer, or your agent needing to get the data. This means the data is accurate to the account with which the phone number calling is attached.
Lower Service Costs
Utilizing artificial intelligence in your contact center means that you’ll be able to lower your service costs. If your agents are on the phone with customers, they need to connect to a different department, which means they’re losing money on addressing the right customers they’re supposed to. You’re essentially paying for double work. AI takes the guesswork out of any customer that calls your company. It can anticipate why they call based on their phone number and pull together an analytical dataset the AI will then use to anticipate the customer’s needs. This includes understanding where they need to be directed before they even communicate it to the system.
More Time Focused on the Right Customers
Your agents need to be helping customers with more complex call situations, but when they must help with any customer that hits zero ten times to get an agent, you’re losing money. If your call center is in the medical or insurance industries, for instance, you need to have agents available to handle the more complex issues associated with those types of calls –not tied up playing operator to callers who got lost in your system.
The more you take on and embrace the digital revolution in the world of artificial intelligence, the more success and revenue your contact center will have. Start integrating AI into your contact center strategy today and discover the wealth of opportunities and customization it allows for your business!
Altura Communication Solutions can help you with your contact center evolution. From internal operations to customer relationship management, we offer solutions using the latest technology to help make your entire contact center more effective. Altura brings the advantages of this world-class contact center expertise to your organization. Speak to a specialist today