AI and Bots in Call Center— A paradigm shift in Call center industry
Call centers are about to be disrupted with the new wave of Chatbots and Artificial Intelligence. Its the time call centers should adopt the latest technologies such as AI in their daily operations.
Millennials these days don’t want to call a call center to get their trivial things resolved. They instead prefer to chat with a Chatbot or do it themselves via a dedicated app or self-service option. Does that mean Call centers are not relevant anymore?
Well, that’s not the case. One of the main reasons why people don’t prefer calling a call center is due to waiting times. Often it takes 5–10 minutes before a call center representative joins the call and starts answering questions.
For trivial queries, people usually don’t like to wait that long. The solution is to deploy a phone-based bot with self-service options which can greet users and answer their question in case the question is simple enough to answer.
In case the question is complicated or if the bot is unable to answer the question, it makes sense to hand over the call to the call center agent but the bot should be able to pass on the information collected from the user as well so that agent doesn't have to ask same questions again.
How to go about building a nextgen ready Call Center
Call centers are the frontline of big organizations and they can easily make or break a brand so it is important to keep them ready for the next generation using the latest technologies.
In the era where technology is evolving faster than business models can keep up, having an AI system in call centers is not just a nice to have but it is the need of the hour.
The benefits of having AI in call centers are two-fold. Firstly, it enables the customers to quickly get the exact information they need without waiting too long in the queues.
Secondly, it can enable call center agents to help customers more efficiently by providing the exact information they need to help customers and at the right time.
There are many other benefits of having an AI system in place. For example, an AI system can detect who is the most qualified agent to handle the queries of a specific customer based on past interactions and background information.
Similarly, an AI system can understand the mood of the customers during interactions and can accordingly suggest the best response to the call center agent in case the customer is angry or upset with something.
Measuring the effectiveness of the customer experience
With all these measures in place, it is important to measure the customer experience and satisfaction. It can be measured by ease of use, flexibility, accessibility, and completeness.
The end goal of any call center is to resolve queries of their customers quickly and effectively while at the same time giving the best experience to them. Customers should be thrilled with the service provided and the overall experience should be easier, more accessible, flexible, more relevant and more complete.
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