5 Reasons To Deploy AI-powered Omnichannel Contact Center Solutions
Modern-day customers seek more than a product or service, they seek an impactful & flawless omnichannel customer experience. All contact centers delivering such an experience have a 60% higher chance of expanding their customer base in the market.
However, many contact centers struggle to offer a seamless omnichannel customer experience. As per a survey conducted by Gartner in January 2024, more than 55% of contact centers still seek omnichannel contact center solutions to maintain CSAT scores intact.
To offer an omnichannel customer experience, which is the need for the day, integrating an omnichannel customer experience software becomes vital for contact centers. When aligned with artificial intelligence, delivering an omnichannel experience becomes a cakewalk.
Running your eyes over this blog will help explore how AI can elevate the omnichannel customer experience and align customer services as per customer needs.
Understanding Omnichannel Customer Experience
Omnichannel customer experience isn’t an unprecedented concept. It has been in the market for over a decade. To summarize it as a whole, an omnichannel customer experience revolves around delivering seamless personalized support across platforms. It includes messaging apps, SMS, email, voice calls, social mentions, etc.
Why Brands Should Deliver Omnichannel Customer Experience?
The advent of technology makes it vital for contact centers to provide an omnichannel customer experience. It eradicates customer frustration, puts forward a message concisely, and streamlines customer service. Brands offering an omnichannel experience have a positive impact on their customers.
Customers are ready to upgrade to premium services to acquire a flawless customer experience. As per a survey conducted by Zendesk in Feb 2024, up to 65% of customers talk about their experience before recommending a brand to their acquaintances. Apple is the biggest example here. It has prompt customer service across channels.
Similarly, integrating omnichannel call center solutions can help in uplifting customer experience. Next in line are the top reasons for implementing AI-powered contact center solutions for an omnichannel experience.
A Sheer Display of Teamwork
Absolutely! AI and omnichannel contact center solutions walk together. It is a powerful alliance that streamlines many operations in contact centers. Here are some reasons that advocate for this alliance.
Honing Real-Time Performance
Agents can improve their productivity by using a variety of agent performance tools, like agent scripting, CTI Connector, etc., and leverage AI to identify loopholes where agents need additional assistance. AI-powered omnichannel customer support solution intensifies the agent’s ability to resolve complex queries easily and refine performance KPIs.
Impactful Communication With Customers
At times, when textual conversations fail to resolve the query, video calls come to the rescue. With a pre-set algorithm, the AI can identify the available agents to recommend a video chat session.
Furthermore, omnichannel contact center solutions simplify for agents to escalate the live chat to a video call when needed.
Conversational Chatbots Powered by NLP
Chatbots play a key role in offering an omnichannel experience to customers. The sole reason behind deploying chatbots is to resolve customer queries promptly and shed additional load from agents.
Conversational AI chatbots can mimic human-like responses through natural language processing (NLP). They guide users in resolving queries without involving the agent. However, if providing a resolution is beyond the chatbot’s capabilities, it is escalated to a human representative.
Distinctive Customer Experience
By using omnichannel call center solutions, it becomes easier to offer a personalized customer experience. 79% of organizations believe that CX has always been the game changer in fostering brand-consumer relationships.
With AI-powered omnichannel customer support software, identifying the customer persona, recommending preferences as per behavior, and providing aftersales support becomes a cakewalk.
Unified View of Customer’s Information
Deploying AI in omnichannel customer support software eliminates the unwanted need for agents to toggle between screens & gather customer information. It scrapes customer interactions from different communication channels and displays them on the agent’s screen.
AI and Omnichannel CX — Parting Words
Contact centers are aggressively focussing on offering an omnichannel experience to their customers and AI has been playing a significant role in it. This powerful alliance makes it easier to deliver seamless customer support across channels that align KPIs like AHT, FCR, and CSAT scores.
NovelVox is a credible contact center solution provider. It is a CMMI level-3 certified organization with 15 years of experience & counting. Its product line includes Agent Desktops, Case Management, CTI connectors, visual IVR, wallboard, and digital engagement software.
CX Infinity is a digital engagement software designed to offer an omnichannel experience to customers. Its integration simplifies it for customers to reach out to the brand from different communication channels like voice calling, messaging apps, email, etc.
