Imagine a world where your customers are conversing with an automated service over voice or text, as per their preference, and are provided with the answers they are seeking. Well, one needn’t imagine this as futuristic, as this is already here and is fast becoming a part of our lifestyles. From smartphones to smart TVs, we have started conversations with virtual assistants, who not only respond when a query is posed but also obey and complete the task as they are asked.
There is rise of a new breed of customers who are extremely conversant and comfortable with these technologies. These consumers are fast becoming the primary target for enterprises, across industries. They are born during the rise of this technology evolution and are very well-versed. Yes, these are the ‘Millennials’ & Generation Z I am speaking about. Today, these customers have successfully ensured that enterprises adapt to their lifestyle and deliver experience as per their expectations. Their expectations not just get influenced by the wide set of technologies they get exposed to, buts are constantly evolving.
There has long been an industry vision of seamless CX and brands looking forward to delivering such experiences flawlessly, but thanks to Millennials, it has turned into a reality sooner than expected. Most technology providers, however, have been slow to build solutions that truly help enterprises bridge this gap and prepare for changes of tomorrow.
Millennials and the AI
Artificial Intelligence and Automation have been furnishing solutions to many, if not all CX requirements. However, it is important to bear in mind that AI-based solutions may need a lot of human interventions, especially in the initial learning phases. The sole reason being, your millennial customers are curious & expect immediate answers. They are aware that the person on the screen they are communicating with is no more than a Chatbot, who is fed by tons of information which will be shared without prejudice. This lets them feel that they can ask any kind of questions and expect the Chatbot to be prepared for it. Which may not happen, especially in initial phases when the machine is learning and picking how to respond! Besides that, in every conversation, there may come a point where AI can move aside for HI (Human Intelligence) to respond to a Human query. Hence, your AI-based solutions should help you understand your customer better.
Getting the right insight from your customer interactions with your AI-based solutions can be the guiding force and help you recondition your business processes, as per the requirements of your customers. Imagine a situation when your Chatbot or virtual assistant is equipped to analyze and predict the behavior of your customer during their conversation and helps build the right context. And it provides the answer preemptively i.e even without their asking for it (just the way Google does by understanding our search pattern). Now, imagine the relationship it helps your brand build with your customers. This is what your contact center should be aiming for.
This is the key to digitally transform your organization. One of the prime reasons why your infrastructure should certainly be in tune with AI-based solutions.
How Contact Centre Solutions can help
With conversation channels getting complicated, enterprises direly need platforms that would assemble, build context, respond and simplify conversations. There are platforms like Aspect® Unified IP® which are complete, software-based, unified platform that helps enterprise contact centers deliver remarkable customer experiences across every conversation and every channel – through a single, elegant software platform. It brings all contact options together, in one place, on one platform, so informed and empowered agents can keep talking, typing and conversing. At the same time, it minimizes customer effort, providing differentiated, frictionless superior Omni Channel customer experiences.
These platforms allow enterprises to:
Deliver remarkable customer experiences
Provide better routing, better experience
Have a multichannel choice, Omnichannel experiences
Offer a compliant proactive outreach and high-touch customer care
Have a simpler deployment, unified command, and control
With these solutions, an enterprise can transform a Contact Centre into a Customer Engagement Centre, that delivers great CX, and generates more business.
Benefits of an AI-based Contact Center Solution go beyond CX
AI-Based Contact center solutions are a win-win for both customers as well as companies as it assures you that your customers are happy, and so are your employees. These solutions help you set your agents free from the web of coordination between customers, departments, locations, or hierarchies. Further, it lets your customer feel that they are dealing with one responsible solution provider. It helps employees assume the role of a ‘Subject Matter Expert’ and intervene when required. This, in turn, keeps them motivated to take responsibilities and be a part of larger initiatives. Hence, they graduate from mere answering calls to providing solutions. On the other hand, you get to observe and assess their performance and train them for their career path.
These solutions equip you to face the never-ending explosion of your customers’ expression. They leave a trail on the channel of their choice. You should be able to tap them and close the conversations. Be it through SMS, Social Media Integration, Chatbot, or Virtual Assistance, etc. They give you an opportunity to truly build a Customer Engagement Center.
Equip your Contact Center with the right set of AI enablement, automate them to meet your customers’ expectations. And let your customers have a splendid CX.
- Is Your Contact Center Enabled by AI-Based Solutions? - July 10, 2018
- Use Conversations in Contact Centre to build strategic differentiation - May 12, 2017