- June 26, 2022
- Posted by: Author Anoma
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“ Predicting the future isn’t magic, It’s Artificial Intelligence ’’
Automation and artificial intelligence, when used correctly, can provide powerful new ways to help your service resources and make more informed decisions.
Many businesses are still struggling with automation and AI in fact, leveraging these technologies can be extremely difficult.
However, the benefits of getting it right, a more seamless and effortless experience for customers, as well as more efficient and time-saving processes for your business, make it essential that you are able to get your automation and AI projects on track.
The following are some specific areas where AI can help CX operations:
Predicting customer intents: AI can track a customer’s journey through your website and predict their intent based on their behavior. Artificial Intelligence – Anoma Tech can then direct the customer to the best contact option for their needs, whether it’s a chatbot, text, voice, or live chat.
Creating natural conversational experiences: By replicating the same high-quality customer journeys for everyone, automation enables new levels of service consistency.
Pattern Matching: Customers who are matched to the most appropriate agent ensure that you are always interacting with the right people. AI can connect agents with the same types of interactions that they have previously supported by tracking customer and call types.
Improved listening: AI is excellent at ‘listening’ to conversations and augmenting the agent experience by making intelligent suggestions about what to do next.
“ Emotions are an essential part of Human Intelligence. Without Emotional Intelligence, Artificial intelligence is incomplete ’’ — Amit Ray
On the other hand, it’s essential to avoid the most common automation and AI blunders, such as misinterpreting customer needs, focusing on technology rather than process optimization, failing to garner company-wide support for your automation projects, and rushing into large-scale deployments too quickly.
To avoid these pitfalls and ensure the success of AI and automation, you must take four critical steps:
1. Achieve company-wide support:
Technology innovation requires the right conditions to thrive, and automation initiatives, in particular, require support from across the organization. Collective buy-in is required, with everyone aware of the potential benefits. Marketing teams and call center managers will need to collaborate more closely, and the digital team will benefit from increasing their understanding of how their actions affect the call center.
A digital team, for example, can frequently add new online contact options without consulting the call center, leaving frontline staff to deal with increased and unscheduled demand. This level of cultural change can be difficult, but our service has shown that involving all of your people in the process makes your Artificial Intelligence – Anoma Tech much more human.
2. Take small, incremental steps:
When considering automation and AI, it’s tempting to focus on large-scale deployments with the greatest potential for cost savings, such as conversational AI. That makes sense, but it’s unlikely that you’ll be able to create something so complex right away. As a result, it’s best to start small, such as by automating a single step in the customer journey and limiting it to 10% of all calls.
A prominent company routed a major percentage of live calls through its contact center with Artificial Intelligence – Anoma Tech, capturing customer intent and categorizing their reasons for calling. With access to this dataset, calls could be redirected to the correct location, and customer journeys involving both voice and SMS could be created.
“ The purpose of Artificial Intelligence is to re-engineer the human mind ’’ — Chris Duffey
Work at a smaller scale to prove things work, then keep iterating until everything works on a larger scale. It’s also important to know where to begin, so use data to identify opportunities and create a solid feedback loop to help you drive the process based on data gathered from customer responses.
3. Be process-oriented rather than technology-oriented:
Focusing on processes rather than technology can help you succeed with automation and AI. Too many businesses regard AI technology as a magic bullet, but it is how you use it that matters. You must comprehend your customer journey and processes, as well as learn how to optimize them.
When businesses have a better understanding of the end-to-end journey required to fulfill a customer request, they will be in a much better position to deploy a solution to optimize or automate it. Following this approach will help you secure real value, but you will also need to invest in people and knowledge to support flexible but regimented automation and AI rollout processes.
When Marks and spencer sought an AI-powered solution to improve the accuracy, efficiency, and scalability of its contact routing, Sabio created a flexible and scalable solution that enabled Marks and spencer to be proactive in addressing trending customer concerns. This not only reduced call handling times by ten seconds but also improved routing accuracy by 70%.
4. Understand how automation and artificial intelligence will affect your workforce:
The people who work alongside your automation and AI are not artificial, and its applications affect not only your customers but also the people in your contact centers.
Automation attempts, when done correctly, can result in a leaner, more skilled group of agents but it’s still critical to maintain ongoing oversight of how these changes are affecting your people. The overall call volume for agents should decrease as you iterate and expand your automation capability. Agents, on the other hand, will be left to assist your customers during longer and more demanding conversations.
Artificial Intelligence – Anoma Tech
As a result, automation and Artificial Intelligence must extend their reach into the contact center, using the same powerful technology to assist your agents with their more complex workloads.
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