How AI Can Deliver Powerful New Ways for You to Engage Customers
For years, customer service has prioritized cost containment and contact deflection. But today, rising customer expectations require a more strategic and responsive contact center environment that can also foster brand identity and customer loyalty.
In an era where one bad interaction can lead a customer to abandon a company, businesses need to find efficiencies that can help modernize their contact centers. They must become support organizations that focus on the customer experience, and shift from sales or product-centric priorities to a service-centric one.
Even in the best of times, customers are ready to abandon a brand after only three unsatisfactory support interactions. 1 Among millennials, 22% said just one bad interaction is sufficient cause to leave. 2
The growth of self-service channels like communities and virtual agents impacts the skills and technologies service agents need. These channels offload routine customer issues and allow agents to solve more complex customer cases, both at their desks and in the field. When companies embrace these efficiencies and incorporate them both on the employee and platform sides, they are able to build better employee and customer experiences.
AI for Business
We live in the era of digital business, where customers demand timely, accurate and personalized experiences. Businesses are looking to change their contact center from a cost center to an engagement center. Using contact centers as a focal point to anticipate, understand and deliver against customer needs is a powerful advantage in earning customer loyalty. 3 AI can uncover powerful new ways for you to engage your customers through your contact center.
This year, AI investment is increasing by 31%
Which AI Solution is Best
Each contact center’s needs vary by industry, complexity, and volume of cases. Before deciding which AI solutions and technology to implement, it’s important to first audit your contact center from a holistic perspective. Understanding where your business falls in this matrix on the next page will help you prioritize different initiatives as you look for a partner to help you on the digital transformation journey to become a smarter contact center.