How Large Language Models Grow Contact Center Value with AI
How can large language models (LLMs) be used to enhance the contact center agent experience and improve customer service? Automating conversations with customers with empathetic responses can help businesses provide a more personalized customer experience, increase customer satisfaction, and improve brand loyalty. It can also help businesses and call centers to reduce the workload on agents, lower operational costs, and improve overall efficiency in the contact center.
Today we’re going step by step through a use case example of how LLMs can be used to enhance the contact center agent experience. We’ll provide a visual demonstration of how LLMs can automate conversations with customers, provide empathetic responses and allow quick access to frequently asked questions in the contact center. By using this example, we’ll shows how LLMs can benefit businesses by streamlining the customer service process and improving the overall customer experience.
In this scenario I am going to be playing the role of a contact center agent. And we see that somebody is coming into the queue. They are going to have some sort of question.
How LLMs can automate conversations with customers
LLMs can automate conversations with customers by generating potential welcome responses and pulling up dialog tasks that can be run with the agent side-by-side. This can streamline the entire flow from start to finish, making the process more efficient for both the agent and the customer.
Automatically the Large Language Model (LLM) is going to generate the potential welcome responses to the customer. We see that the customer wants to change their payment due date.
Automatically the LLM is able to pull up the dialog task and run it with the agent side-by-side. This part of the conversation can be automated — this whole flow — from start-to-finish if the LLM and virtual assistant understand what you are using, and if you have a dialog task built for this.
The customer responds: ‘Things pile up and I get crammed up during the month. Can you change it to five?’ So this means that the customer seems to have a lot going on, so we want to provide an empathetic response.
Providing Responses with Empathy for the Customer
LLMs can also provide empathetic responses to customers, helping to elevate the conversational customer experience. By understanding the customer’s needs and providing a human-like response, LLMs can make customers feel heard and valued.
So we respond that ‘We understand that it’s difficult to manage these payments’. We are able to provide that empathy so that we can provide the next level of conversational customer experience. The next step is to finish out this flow, go through and help the user.
Using the Knowledge Base FAQ
And now the customer has another question. The virtual assistant, using the LLM, is connected to a knowledge base as well, and it’s able to pull up Frequently Asked Questions (FAQ) and provide a response right back to the user.
Not only are you driving agent efficiency and agent experience, but you’re also developing the next level of customer experience as well.
Ending the Conversation With the Customer
After all of this we are going to go through and see if there is anything else that we can help the customer with. Once the conversation is over, we can see that the customer doesn’t need anything else, so we’re going to end the conversation.
Automating the Call Summary Report for the CRM
The entire ‘wrap-up notes’ are summarized so you can save it into your Customer Relationship Management (CRM) program. By doing this we are driving massive efficiency through the contact center, and really elevating the agent and customer experience.
The Business Value of Large Language Models
LLMs are a valuable tool for businesses to automate their customer service process and provide a better customer experience while also driving efficiency in their contact centers. By providing empathetic responses, quick access to information, and streamlining the entire process, LLMs can help businesses keep up with the demands of their customers and stay ahead of the competition.
