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Author: Amit Gandhi, Founder- NovelVox
The contact center industry is seeing a new phase in its growth as AI-led technological innovations have revolutionized the way things work. According to Gartner, conversational AI deployment in contact centers will reduce agent labor costs by $80 billion by 2026. The report also projects that in the next three years, companies will automate every one in 10 interactions, while today, the number is just 1.6 percent.
AI deployment is a one-time investment that brings down the customer experience (CX) running costs to a greater extent. CXI is a labor-intensive industry where 95 percent of the total cost goes toward manpower. With just 17 million contact center agents worldwide, there is always a staff shortage and organizational struggles.
The most significant aid to this phenomenal development is the Visual IVR software that provides quick access to the desired department, helps in the easy retrieval of information at the first click of the mouse, and enables rapid escalation to live agents when needed. With software products like CXInfinity, omnichannel messaging through AI-driven tools like InfiBot (essentially a voice bot) is possible. These can also analyze the sentiments and emotions of the caller.
At the crux of it, we know that conversational AI helps improve customer experience as it analyses the previous interactions and points to the solutions that worked best under such circumstances with other consumers. Thus, the chatbot is not just a tool to have conversations with consumers; it stores the data, interprets, analyses, and uses it when needed.
The deployment of AI in CX has led to a decreased workload on human agents. Their workload has shifted by as much as 40 percent, and today, instead of doing monotonous and repetitive work, agents can use AI to solve complex problems. It ultimately helps to boost customer engagement too. Since the users get quick resolutions to their problems, they connect with the contact centers regularly, increasing feedback, and paving the way to better work.
Agents are also deploying Conversational AI software in multiple ways to boost customer engagement through various channels. The most significant advantage is that it enables faster and more efficient delivery of customer services in any industry like hospitality, healthcare, education, or banking. It also delivers consistent omnichannel support, enabling consumers to connect with any convenient channel. It helps the companies retain and engage customers and ensure they are happy and satisfied with the resolution provided. The deployment of AI also ensures Real Time Customer Assistance as responding to them becomes faster.
Not just this, but these simple steps can lead to expansion in Social Media Outreach and boost lead generation as AI-based technology can understand consumer behavior in a better way. It also enables repeat sales with the help of hyper-personalized marketing as a company can smartly analyze customers. This in-depth understanding leads to newer lead generation due to personalized marketing strategies.
Deploying Conversational AI has made it possible to record and search conversations between human agents and customers, where it transcribes calls to analyze real-time data, gain insight into the latest trends in consumer behavior, and predict the outcomes.
AI has become a game-changer as it does not just lead to customer satisfaction by quick resolution of problems, still, it also results in product recommendations, and targeted marketing emails, and seeping into newer customer segments which directly impact the sales and profits of the company.
