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The Role of Conversational AI in Helping Contact Centers During Uncertain Times

2020 has been an unprecedented year, especially with the onset of the COVID-19 pandemic, which has radically transformed the lives of billions of people. Things have become unpredictable and irregular for businesses even around how they collaborate with their customers, who are concerned about how the pandemic is shaping their partnersu2019 business. Uncertainty is universally present, and the shifting global landscape is making it much harder to foresee business performance.

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The Role of Conversational AI in Helping Contact Centers During Uncertain Times

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  1. The Role of Conversational AI in Helping Contact Centers During Uncertain Times 2020 has been an unprecedented year, especially with the onset of the COVID-19 pandemic, which has radically transformed the lives of billions of people. Things have become unpredictable and irregular for businesses even around how they collaborate with their customers, who are concerned about how the pandemic is shaping their partners’ business. Uncertainty is universally present, and the shifting global landscape is making it much harder to foresee business performance. Providing 24/7 support to customers is needed more than ever amidst these uncertain times. Luckily, Conversational AI is all set to alter contact centers and enhance customer experience without compromising on functional efficiency. It can enable top brands to boost customer lifetime value and make them happier. Artificial Intelligence and Machine Learning With Machine Learning, the communications systems of a business can quickly learn and adjust using data. AI employs data and incorporates systems to accomplish tasks without any human intervention. AI tools today could easily be implemented and can be bolstered effortlessly according to a particular contact center’s approach. Customers today are quite comfortable with conversational AI and it can totally revamp the communication experience, both on the representative’s as well as on the customer’s sides. Moreover, it empowers agents to get to more customers in a limited time. By letting AI tackle concerns that they encounter in the beginning, customer experience agents get more time to deal with higher-level aspects in contact centers. Virtual agents and AI-enabled chatbots empower the workforce to self-serve when and where they require support. This enhances employee experience as well as reduce the burden of recruiting human-assisted channels, such as helplines and internal support desks to deal with heightened demand. Conversational AI Helping Deliver a Positive Employee Support Experience The flexibility that conversational AI offers makes it useful in a wide range of popular employee support use cases in contact centers. Here are a few that are particularly helpful in assisting employees in the prevailing uncertain scenario: Staff support: Device support, product guides, staff training, and documentation support are some of the categories that involve a broad range of specific use cases. Businesses are facing the task of helping employees be more digitally-savvy and they are exploring how a virtual agent could help them do that.

  2. Conversational AI and other intelligent automated support, aid agents during training programmes, documentation assistance and product guides. With possibilities to integrate with Single Sign-On, backend systems and other knowledge management platforms, these tools can deliver an extremely personalized experience for employees. HR support: To combat the Covid-19 pandemic, several firms have put in place new procedures and guidelines for employees or updated the current ones. With information flowing thick and fast together with new working routines, employees will surely gain from a way to get their queries answered. Through virtual agents and conversational AI, there will be no need for employees to go through the whole policy document for a particular piece of information as these tools will ensure that the relevant content is easily pulled out. Virtual agents can also be set up with a support feature to guide people while filling in HR-related requests. IT support: Employees shifting to working remotely will invariably have concerns, particularly when they are making use of technology they are unfamiliar with. Conversational AI and virtual bots will be able to offer the technical support they require to perform their tasks. A chatbot offers them 24/7 access to self-service so irrespective of when they run into obstacles, they can obtain information and access step-by-step troubleshooting instructions to resolve their problems. Best-in-class enterprises upgrade their contact centers. It is quite likely that competitors will boost their investments in customer experience today, particularly to respond to the pandemic. Switching over to the cloud and adopting conversational AI is essential to transformation and developing with the times. It is important that firms recognize efficiencies, enhance customer experience, and cut costs with a smart strategy designed to succeed, even during uncertain times. When cost anxieties are looming and working remotely is the new norm, automation solutions and Conversational AI make it straightforward to operate a call center from practically anywhere with superior customer service. Uniphore is among the leading firms that offer Conversational AI solutions that can solve real problems instantly.

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