How Technology Enhances the Call Center Experience
It’s more important than ever for businesses to understand how AI technology can improve the call center experience to stay competitive. As more and more companies prioritize the customer experience, expectations for service have skyrocketed.
In fact, according to a January 2022 article on Forbes.com, three-fourths of customers indicated that “they expected a response within 5 minutes.” The article goes on to point out that as more people become accustomed to living life online, their expectations for customer service increase.
As a result, companies are turning to customer service solutions that include conversational AI. This allows the organization to automate those repetitive, mundane tasks that can be time-consuming as well as soul-crushing for live agents. Customers get a better experience and customer service representatives can focus their work on more engaging and/or challenging situations.
What technologies can improve the customer experience?
The Thinking Machine is a simple AI customer service technology that can improve the call center experience through contact center automation. Every channel of the customer experience is improved by providing AI-powered, no-wait resolutions to common requests. When customers call, text, or send a message, they get their problems resolved and get answers quickly and efficiently.
What makes a good call center experience?
Every call center experience should make customers feel heard, answer inquiries, and provide solutions. A good experience is one that is also fast and efficient.
Consumers have also come to expect personalization. This should be provided in all channels, offering immediate resolution or answers. There should be no need for a person to repeat basic information upon inquiry escalation. Technology can easily facilitate this experience.
How difficult is AI technology to implement in a call center?
Using AI for customer service means a relatively simple implementation. For example, Replicant’s solution seamlessly integrates with popular SaaS and e-commerce platforms, CRMs, and other technologies including custom-built proprietary platforms.
How can AI really transform the customer experience?
AI is transforming the call center experience in a wide range of industries. For example, if a customer calls to make a hotel reservation, it could find a room, schedule the dates, and text a reservation confirmation in a matter of seconds. AI tools can also provide answers to frequently asked questions, personalize experiences based on past purchases or actions, and provide more than a 50 percent reduction in average handle time (AHT) compared to live agents.
Replicant’s solution vs. others
Our solution does not displace existing contact centers, software, or human agents. Rather, it complements live representatives by managing repetitive and mundane work, allowing human agents to respond to requests that require more empathy and creativity.
The Thinking Machine effectively collects knowledge from every customer conversation. By combining AI and customer experience, the central neural network becomes “smarter” over time so that customer conversations improve without deploying new scripts. In addition, Replicant’s experts regularly optimize and test new scripts as well as call flows, which means little effort for your IT team for continuous improvement.
If you are ready to upgrade the call center experience at your company, learn more about conversational AI now. Understand how it works, expected results, and tips on how to get started.