20 Contact Center AI Use Cases to TransformAgentand Customer Experiences

Generative AI in Customer Experience: The 11 Most Implemented Use Cases

As such, the technology removes the burden that traditionally impacts agents and has proven effective in lowering contact center burnout rates. As a result, its customers can be more self-sufficient, minimizing IT involvement in day-to-day maintenance and support. Additionally, unlike point solutions, Genesys Cloud AI is optimized for CX and ready to deploy on day one, enabling faster time to value.

Avaya built the showcase on its Avaya Experience Platform, which integrates contact center data and operations to provide centralized insights and boost performance. An avatar-based, virtual contact center operations manager advises and acts on behalf of contact center leaders. The vendor explained how the agents are also capable of analyzing inputs from various points in the customer journey and taking independent actions to enhance workflows, including assisting agents and supervisors. ULAP Networks is positioning itself as an alternative to AI-powered UC solutions, offering customers a secure, AI-free option for their unified communications needs – ULAP Voice. McDonald suggests that by not using any AI, ULAP Networks’ solution avoids the potential risks and misuse concerns around AI outlined here.

Before bashing auto-summarizations completely, it’s critical to remember the time before they were a possibility. The last 18 months have seen a huge uptick in service providers implementing auto-summarizations. Automation is incredibly useful in the contact center, and the development of agentic AI will soon make it much more accessible. From there, the assist can advise supervisors on when they need to “barge in” to a call or “whisper” advice to their team members.

One potential caution is that if agents can’t correctly adjudge the customer’s tone of voice, they may not deliver sufficient empathy or grasp the immediacy of the issue. Conducted by Gartner, the findings are based on a survey of almost 6,000 customers across four continents. The results outline a clear disconnect between companies and customers regarding the use of AI. Despite pressure for CX leaders to adopt more GenAI solutions, customers are turning their back on the tech. Conversational AI enables a brand’s call centers to fully or partially automate conversations on messaging channels at scale. AI-powered messaging played a large role in many brand’s pandemic responses, which was simply the acceleration of a trend that had already begun, according to Rob LoCascio, CEO ofLivePerson.

Alerting Supervisors to Agent Issues

That’s before we consider the evolution of these platforms with self-service and AI. For instance, they may run an ongoing campaign to automatically send a discount code to “neutral” customers so they can build better connections with them. Alternatively, they could trigger alerts to engage with at-risk customers to recover the relationship. For example, HubSpot has a Customer Health model, which mixes it with other insights – such as product usage data – to categorize a customer as “healthy”, “neutral”, or “at-risk”. However, there are often gaps where there is no knowledge article related to the customer’s query. One critical reason is that many contact centers cannot unlock the necessary data or discipline to truly benefit from AI.

Is This the Year AI Dominates the Call Center? – CMSWire

Is This the Year AI Dominates the Call Center?.

Posted: Mon, 02 Dec 2024 08:00:00 GMT [source]

Many customers embrace automation, preferring not to talk to someone if they can get fast help fixing a problem quickly and move on. Such statistics highlight the opportunity customer service teams have to utilize the technology and transform their daily operations. Copilots and virtual assistants are continuing to drive efficiency across customer-facing teams. AudioCodes VoiceAI Connect service is an excellent example of a solution that can help companies overcome common mistakes.

QA Automation – How Far Can We Push AI?

Keeping track of all agents’ performance metrics in a contact center can be time-consuming and complex. A contact center virtual assistant can help supervisors by alerting them to positive recognition and coaching opportunities. During post-contact processing, virtual assistants can automatically tag each customer’s conversation with a disposition code. However, insights into customer sentiment can also provide agents with insights into where they can proactively improve. Indeed, leveraged correctly, they can cut long waiting times, track customer sentiment, increase sales, and offer service teams live coaching.

Even the regulations created by the EU and US require companies to ethically implement AI in a way that augments human employees, rather than replacing them entirely. We can expect is that organizations, nations, and individual customers will look to the regulations created by the EU and US for inspiration. We saw a similar process taking place when the EU introduced their General Data Protection Regulation (GDPR) guidelines a few years ago. AI keeps track of project timelines and proactively informs the customer of potential delays, providing alternative solutions. Based on a customer’s travel history, the AI suggests a customized itinerary, books local experiences, and offers restaurant reservations. For instance, generative AI can make it easier to monitor email inboxes and social channels, and respond to customer queries rapidly.

This is the use case that most contact centers tend to start with as it’s internally facing. Any problems may inconvenience agents but will help protect the brand from having unhappy customers. With a contact center virtual assistant, supervisors can get alerts for signs of negative employee customer sentiment and proactively step in to address the issue. They could even offer agents the option to take a break, reducing the risk of dissatisfaction that may lead to absenteeism or turnover.

• Using generative AI, contact centers are now about to deliver hyper-personalized services.
• Agent assist will correct the imbalance in a contact center agent’s time so they can better connect with customers and focus on high-value interactions.
• An AI-powered assistant can boost agent productivity, surfacing information from databases and other applications, based on identified keywords.
• These are out of Amelia’s scope due to regulatory scrutiny, so JetBlue and ASAPP have added guardrails to ensure such queries escalate immediately to a crew member.

Decreasing wait times while increasing volume allowed business to foster stronger relationships with an expanded network of customers,” explained LoCascio. Sentiment analysis using a large language model goes far beyond the previous examples, as it can understand the entire context of a conversation through the transcript. They can also pick up on nuances such as sarcasm, providing accurate insights into conversations. However, this method is the least accurate, as it looks for the words and terms regardless of context and cannot pick up on verbal cues.

Moreover, as bot-led interactions become more prevalent, agents will play a role in training bots so they deliver a similar level of service. As such, new agents will feel more confident and require less training since agent assist lifts the burden of performing specific tasks. However, with agent assist, contact centers can automate that process with AI, which – according to the CCaaS vendor – only makes errors in three percent of cases. With the right support, business leaders can stay ahead of AI trends, implement the latest technology, and ensure they’re future proofing their approach to compliance. In the meantime, contact center leaders will need to prioritize working with vendors who already understand the risks, emerging challenges, and potential regulatory requirements for generative AI.

The contact center industry has experienced three distinct generations of AI & automation. For example, its automatic summarization feature achieves higher accuracy in case summary compliance and disposition than manual agent efforts, removing agent bias or manipulation. By analyzing procedural documentation and executing logical thought chains, Copilot enables accurate and efficient problem resolution. As such, the vendor thinks there are still many more lessons from retail it can share to help others become similarly customer-obsessed. Security is also critical to how AWS starts with the development of all its AI services, as it’s a lot easier to start with security in the development rather than bolt it on later.

These tools can pinpoint keywords in conversations and apply tags to service requests and tickets, streamlining the routing process. GenAI is aiding the social media cycle by updating posts in real time based on audience engagement, monitoring social analytics, and spotting hot topics to post about. Contact centers benefit significantly from these advancements, achieving faster resolution times, enhanced customer satisfaction, and reduced operational costs. GenAI can scour conversation transcripts to score each customer interaction and evaluate the agent’s performance.

The Future of AI Agent Assist Solutions

This proactive approach greatly enhances operational efficiency and improves customer satisfaction. For instance, agent assist solutions integrated with extended reality platforms (augmented, virtual, and mixed reality), can empower teams to deliver service in an immersive environment. Agents can step into an extended reality landscape to onboard customers, deliver demonstrations, and more, all while still having access to their AI support system.

From there, they pass them through to the best-suited agent – live or virtual – in the channel of their choice. From offering rapid AI innovation to delivering new engagement channels, CCaaS platforms promised so much. Available to be leveraged fully or semi-autonomously, the agents work 24/7, delivering high efficiency by handling tasks quickly and at scale. Now, contact centers can select and action AI solutions, harnessing their tailored AI model and delivering new-look experiences. Here, contact centers can assess where their pain points lie, using tools like large language models (LLMs) to reduce each interaction down to the core contact driver.

You can think of it as a complex auto-complete feature that can create sentences based on a probable series of words. On top of that, we can more easily track customer satisfaction thanks to improvements in sentiment analysis. In this vein, Griessel shares several best practices for supporting agents in handling more complex tasks before offering advice for augmenting a high-performing team with AI.

A recent study has revealed that the majority of customers do not want companies to use AI in their customer service offerings. Predictive behavioral routing (PBR) leverages AI and analytics to match call center customers with agents whose communication styles are most compatible with the caller’s personality. “The technology not only empowered businesses to communicate with customers as physical locations shuttered but gave them the ability to do so on a mass scale.

Automating Social Media Management Processes (39.9 percent)

For instance, if a customer says, “well that’s just great,” most would understand it to be sarcastic, but the sentiment analysis tool would still pick up the word “great” and assume it’s a positive statement. Both AI Rewriter and AI Translator are now available as part of Talkdesk Copilot, an AI assistant that aids agents with customer interactions. AI solutions can even leverage machine learning to make accurate predictions about call volumes and customer requirements.

In enabling this transfer of context – across channels – virtual assistants can support the development of an omnichannel contact center. A contact center virtual assistant can simplify this process by summarizing the conversation so far and ensuring that the summary passes through to the next person talking to the customer. Yet, during certain conversations, mid-discussion tasks can take up a lot of time, like entering details into a form, copying and pasting information, or initiating processes like refunding customers. As such, some virtual assistants can automatically take notes when a customer talks for the agent, so they can keep track of critical topics throughout a discussion. Additionally, they are smarter than ever, leveraging machine learning, natural language processing (NLP), generative AI, and advanced algorithms to make contact center teams more productive and efficient. The tool bombards virtual agent applications with mock customer conversations to test how well the bot stands up to various inputs.

• Sentiment analysis is becoming sophisticated, aiding companies as they look for ways to learn more about customers and what drives loyalty and retention rates.
• They enable customer autonomous self-service strategies and provide agents with the information they need to resolve problems, sell products, and handle various types of customer interactions.
• NLP (Natural Language Processing) is one of the most valuable components of AI in the contact center.
• Agent after call work dropped by 35%, potentially enabling agents to handle more calls effectively.
• This requires proper instrumentation to understand and govern agent behavior, and the agents themselves will need to understand when to check back with a human agent or customer.
• After all, the intelligent contact center of the future has AI everywhere, with many use cases hinging on AI-augmented data sets.

To tackle such issues and create a more trustworthy metric, contact center QA provider evaluagent has added an Expected Net Promoter Score (xNPS) feature into its platform. Indeed, JetBlue could prioritize its primary contact reasons, ensure the AI agent has the necessary knowledge to handle applicable queries, and orchestrate effective experiences. Before implementing an AI Agent, contact centers must gain a granular understanding of their demand drivers. In doing so, JetBlue’s team reviews automated interactions, guides improvements, minimizes the chances of hallucinations, and fast-tracks Amelia’s learning.

With AI-powered monitoring tools, companies can automate the quality management process, rapidly scoring conversations based on pre-set criteria. Some solutions can even send instant alerts to business leaders and supervisors when issues emerge to help proactively improve the customer experience. Like conversational AI, generative AI tools can have a huge impact on customer service. They can understand the input shared by customers in real time and use their knowledge and data to help agents deliver more personalized, intuitive experiences. AI technology gives organizations the power to deliver personalized 24/7 service to consumers on a range of channels, through bots and virtual agents.

While the solution is in beta, the contact center QA provider believes the results are “promising” when tested against real-life NPS data. Indeed, the bot detects the intent change and presents a message to refocus the customer, pull the conversation back on track, and improve containment rates. Alongside the answer, the GenAI-powered bot cites the sources of information it leveraged, which the customer can access if they wish to dig deeper. Yet, sometimes, there is no knowledge article for the solution to leverage as the basis of its response. Elsewhere, a Japanese telecoms provider is trialing a similar software that modifies the tone of irate customers.

As a result, businesses can adjust the customer journey to avoid failure demand, reduce overall call volumes, and enhance customer experiences. “Say we can enable your contact center to automate your intelligent voice response system. You can use that information to improve management of your contact center,” Grubb says. While the impact of advanced AI algorithms can be felt everywhere, it’s particularly prominent in the contact center.

Agent assist will correct the imbalance in a contact center agent’s time so they can better connect with customers and focus on high-value interactions. Descope CIAM, a ‘drag-and-drop’ customer identity and access management (CIAM) platform has now been integrated into 8×8 CPaaS to improve security and fraud protections. Its no-code visual workflows allow businesses to create the entire user journey, authentication, authorisation, and identity management into ‘any’ app. According to EU rules, companies will need to disclose which content is created by generative AI, publish summaries of data used for training, and design models to ensure they don’t generate unsafe or dangerous content.