If your contact center is not yet using conversational artificial intelligence (AI), it’s an upgrade that can deliver significant improvements in productivity. Contact center agents are provided with much-needed relief and the contact center can better serve customers.
Conversational AI allows for automated messages and speech-enabled interactions between customers and computers. These bots are becoming more advanced: able to recognize speech patterns and understand customer intent across languages.
Conversational AI, Defined: Conversational AI is a way of leveraging new AI capabilities across communication formats, including text, voice, SMS, chat, and even smart home devices. It offers interactions that happen in a conversational and personalized feel.
Because an AI system is in constant learning and expansion, a conversational AI platform is designed to accelerate AI processes related to training and deployment. Using a single AI “brain,” the enterprise can apply its learning across multiple channels.
How Conversational AI Benefits the Contact Center: Conversational AI improves customer service by shortening first call resolution and improving call containment. It also offers a way to control contact center costs and streamlines training for agents. Through an AI-powered virtual assistant embedded in a platform, conversational AI can grasp a customer’s intent more effectively than can be achieved through a standard call tree. It communicates through websites and applications with language that feels natural to the customer.
As the virtual assistant becomes trained and integrated into the enterprise contact center, its benefits expand. It can easily adapt to changes, process application programming interfaces (APIs) and data with only small adjustments, and allow customers to increasingly access self-service options.
In addition, conversational AI becomes an important training tool for the enterprise contact center. An agent can have the virtual assistant “listen” in on the call, offering prompts and populating the screen with knowledge related to the conversation or disclaimers that should be offered to the customer. The end result is a contact center that offers consistent service and information, call after call.
Building Conversational AI: The solution provider works with the enterprise to build and develop the conversational AI platform according to the enterprise’s specific use cases. The process involves several factors:
Discovery: The provider coordinates the gathering and classification of relevant data that can be used to equip the conversational AI solution for valuable service.
Flow Chart: Many solutions offer a tool that enables the team to construct dialogues using a visual flow chart, sometimes offering features that make it easy to drag and drop responses to common inquiries or problems.
Deployment: In as little as six or eight weeks, enterprise call centers can have a conversational AI tool up and running, and even have it optimized for a fine-tuned tool that immediately delivers benefits.
Management: Enterprises can choose between a fully managed solution, or they can opt to manage it in-house.
To learn more about conversational AI and how it might benefit your enterprise contact center, contact us at Cloud Source.