Call centres can significantly help you onboard and retain customers. Thankfully, AI or the power of Artificial Intelligence is evolved now. This revolutionary data science has completely changed the way of delivering customer experience. Also, the betterment of customer services in call centres is essential for growth.
Let’s catch up with a few innovative ideas based on AI that can help in improving customer experience.
AI Bettering Customer Services in Call Centres
Artificial intelligence driven bots or apps are capable of assessing customer behaviour, the nature of the request, and then, addressing their concerns accordingly. With it, the call can be routed to the most fit call representatives. This is how the customer catches the positive vibes and feels perfect upon connecting with a pro who is efficient enough to deliver satisfactory answers. The tools like Genesys PureConnect & Talkdesk reduce transfer of calls and long waiting times.
- Natural Language Processing (NLP)
How is it if you see a machine answering in the language you questioned?
This type of processing is called Natural Language Processing or NLP. Google Cloud Natural Language Processing like tool enables machines to understand and convert customer interactions in real-time. Simply put, AI can help in getting deep into insights of customer sentiment, discover key phrases, and hence, come up with relevant information and suggestions. This is how the responses can be personalized. Customers will be happy after getting better and quick assistance.
Chatbots are no more new in the technology world? But, if they are AI-powered virtual assistants or chatbots, they will be worth to get attention. Now, such tools like IBM Watson Assistant are available that can handle routine customer inquiries as we do. Moreover, their speed is laser-fast, accuracy is unbelievably of premium quality, and also, their support is continuous, i.e. 24/7. The substantial thing is that they offer self-services, answering frequently asked questions, and assisting customers with basic tasks. It frees up call representatives so that they can attend more complex queries.
Customers are emotional, and their queries are, to a certain extent, based on sentiments. AI applications and tools are now available to determine the pattern of their sentiments and filter dissatisfied customers or potential inquiries. It’s all possible through data modelling, as happened internally in MonkeyLearn. Once got informed, call centre representatives can take proactive measures and win the trust of potential customers by addressing their problems promptly.
- Knowledge Base and Information Retrieval
Almost every brand recommends delivering customer support. It can be easier if the database of customers is maintained properly. The database should have life to retrieve relevant details from customer interactions. The advanced AI-driven data management tools like Salesforce Knowledge can allow quick access to product details. Moreover, they can avail troubleshooting guides and privacy policies in a wink. This lightning-fast accessibility of data can provide up-to-date answers to customers.
With advanced artificial intelligence, customer calls can be analyzed in real-time. This is possible by extracting valuable insights from conversations. AI tools such as CallMiner Eureka can automatically prepare models, and identify trends, common issues, and areas for improvement. This machine work takes place in the backend automatically if artificial general intelligence (AGI) is there powering the tool. With this, call centres can optimize processes, refine training programs, and enhance the overall customer experience.
- Call Analytics and Performance Metrics
Measuring the performance of dialed calls, unanswered calls, and more is important when you run a call centre. Measuring it is no more a human territory now. AI-powered analytics like Genpact Cora Command Center can track and get deep into every agent’s performance metrics, such as call duration, hold times, and customer satisfaction scores. This insight helps managers come across bottlenecks, track agent performance, and implement strategies for continuous improvement.
Making predictions, which is close to reality, is now possible. Advanced AI tools can leverage historical data and customer behaviour patterns, which help in projecting future customer needs and preferences. Tools like Microsoft Azure Machine Learning simplifies the life of call representative who could foresee customer requirements. Additionally, offering personalized recommendations, and proactively addressing potential issues, are no more a dream. With these things, modern tools can help in enhancing the overall customer experience.
- Real-Time Transcription and Translation
There are multilingual call centres, which require likewise customer support representatives. With the advent of AI, it’s easier than ever. Now, advanced tools such as Google Cloud Speech-to-Text can transcribe customer conversations in real-time in the preferred language, which makes it like a walkover for calling agents to refer back to important details. Additionally, AI-powered translation capabilities boost effective communication with customers who speak different languages. This is how language barriers don’t hinder customer service.
Conclusion
The capabilities of AI in a call centre ensure delivering the next level customer experience. It can range from streamlining operations, enhancing agent productivity, to providing customers with faster, personalized, and more effective support, ultimately leading to improved customer satisfaction and loyalty.
