Businesses with contact centers increasingly are striving to find ways to improve customer experience while reducing costs and the burden on employees. Enter artificial intelligence, which can help contact center agents respond to customers faster and be more productive while improving customer experience.
AI also holds the key to helping businesses reduce the cost of running contact centers. Research firm Gartner recently predicted that AI will reduce contact center labor costs by $80 billion by 2026.
Despite its promise, the technology remains highly misunderstood. Let’s explore some common assumptions surrounding the impact of AI in the contact center.
Fact: AI Is vital to Customer Success
Customer experience is now the top brand differentiator in many industries, outweighing price, product quality and all other factors. For example, 54 percent of consumers (and 57 percent of millennials) told OnePoll researchers that they would consider dropping a brand after a single bad experience. With contact center agents overwhelmed, customers are experiencing long hold times.
Conversational AI can offload many of the high-frequency, low-complexity inquiries though the use of smart bots that enable fast and accurate self-service. A recent survey from cloud contact center provider Five9 makes this point. Its 2022 Customer Service Index found that 94 percent of respondents said AI can enhance customer service.
Continue reading: https://biztechmagazine.com/article/2022/11/why-artificial-intelligence-taking-over-contact-centers
AI also holds the key to helping businesses reduce the cost of running contact centers. Research firm Gartner recently predicted that AI will reduce contact center labor costs by $80 billion by 2026.
Despite its promise, the technology remains highly misunderstood. Let’s explore some common assumptions surrounding the impact of AI in the contact center.
Fact: AI Is vital to Customer Success
Customer experience is now the top brand differentiator in many industries, outweighing price, product quality and all other factors. For example, 54 percent of consumers (and 57 percent of millennials) told OnePoll researchers that they would consider dropping a brand after a single bad experience. With contact center agents overwhelmed, customers are experiencing long hold times.
Conversational AI can offload many of the high-frequency, low-complexity inquiries though the use of smart bots that enable fast and accurate self-service. A recent survey from cloud contact center provider Five9 makes this point. Its 2022 Customer Service Index found that 94 percent of respondents said AI can enhance customer service.
Continue reading: https://biztechmagazine.com/article/2022/11/why-artificial-intelligence-taking-over-contact-centers
