A woman in a call center answering the phone

Enhancing Human Connection with an AI Powered Contact Center

February 2, 2024
February 2, 2024

In our original hopes for machines, we hoped they would serve us and feared they may replace us. However, the reality of Artificial Intelligence (AI) has proven to be far more intriguing.

Early predictions of AI painted a utopian picture, featuring robot servants attending to our every whim, from serving breakfast in bed to maintaining a pristine home. These AI companions weren’t just personal assistants; they had superhuman capabilities and eerily mirrored human traits. Although this utopian dream remains unrealized, we’re beginning to grasp the true power and potential of AI as a tool to enhance our lives.

With empathy guiding us, contact centers have the potential to become champions in establishing an AI powered world that provides a rich, connected human experience.

Studies show that AI has boosted productivity for 64% of businesses! AI applications have proven their work in transforming contact centers and providing deeper insights into agent skills and KPI correlations. This empowers leaders to optimize performance through targeted support and training. AI-powered bots also enable 24/7 efficient self-service, freeing up agents for complex, high-value engagements.

7 Insights to Guide AI Usage in the Contact Center:

Maintain a Human-AI Partnership:
AI should be viewed as a partner, not a replacement for human agents. Utilize conversational AI to handle routine inquiries and tasks, freeing up human agents to address more complex issues. This partnership can lead to a more efficient allocation of resources and a better customer experience. It's essential to train your team on how to work alongside AI, understanding its capabilities and limitations.

Recognize the Strengths of Human and AI Involvement:
AI excels in processing large amounts of data quickly, identifying patterns, and providing consistent responses. Humans, on the other hand, are better at understanding context, empathy, and making complex judgments. By recognizing these complementary strengths, you can deploy AI where it's most effective and ensure human agents are available for situations that require a personal touch.

Evaluate AI’s Role Continuously:
AI is constantly evolving. Regularly assess how AI is being used in your contact center. Is it meeting customer needs? How is it impacting the efficiency of your operations? Stay informed about new AI technologies and trends and be prepared to adjust your strategy to incorporate new tools and techniques.

Prioritize the Customer Journey:
AI should enhance the customer journey at every touchpoint. Use AI and Natural Language Understanding (NLU) to personalize interactions, anticipate customer needs, understand user intent, and provide quick resolutions to issues, regardless of variations in language, syntax, or vocabulary. Tools like chatbots, AI-driven analytics, and intelligent call routing can significantly improve the customer experience by offering timely and relevant support.

Ensure AI Delivers a Seamless and Elevated Customer Experience:
The goal of AI in a contact center is not just to automate tasks, but to create a more seamless and satisfying experience for customers. AI should be integrated in a way that feels natural and helpful, not intrusive, or frustrating. Regular feedback from customers about their AI interactions can be invaluable in achieving this balance.

Embrace the Rapid Evolution of AI Technology:
The field of AI is rapidly advancing, with new applications and improvements emerging regularly. Staying up to date on these developments and being willing to adopt new technologies can help enhance your operations. This might involve investing in ongoing training for your staff or partnering with AI vendors who can provide cutting-edge solutions.

Commit to Continuous Improvement and Innovation:
Finally, a commitment to continuous improvement and innovation is key. Encourage a culture of learning in your organization. Be open to trying new approaches, and continuously refining how AI is used in your contact center. This commitment will not only keep you ahead of the curve but also signal to your customers that you are dedicated to providing the best possible service.

AI without Humanity:

In the early days of implementing AI into contact centers the importance of involving humans was not immediately evident. Early adopters introduced AI-powered automation without fully understanding its impact on customers and employees.

62% of consumers share that being connected straightaway with the right person is the type of personalization that is most valuable in customer service interactions. However, these first-generation bots frustrated customers with limited phrases and led to increased customer effort.

AI Today:

AI technology now stands as a power solution. Its increasing role in the contact center is a testament to its evolution, seamlessly working alongside human counterparts.

Getting started with AI is easier than ever with turnkey solutions, reducing time to value and eliminating the need for extensive AI talent. User-friendly interfaces with no/low code tools empower business users to reap the benefits of AI. Today, AI’s applications are customized for specific use cases, providing actional insights and meaningful customer interactions.

Natural Language Understanding (NLU) with generative AI has proven to be a fundamental component of AI powered customer experience solutions, enabling more natural and effective communication between users and AI systems while improving the overall quality and efficiency of customer interactions.

AI Tomorrow:

AI is a powerful tool, paving the way for innovation and efficiency. With AI-powered analytics, we can confidently navigate the modern world, learning from early implementations to envision a bright future with AI. While AI excels in processing information and providing insights, the human touch of connection, understanding, and empathy remains crucial. Achieving a balance between man and machine, AI empowers us to engage empathetically, driving meaningful results.

When you’re ready, EDCi and Genesys are here to help you anticipate customer needs, engage with them proactively, and delivery empathy at scale. 

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