How Does Artificial Intelligence Affect Customer Experience Expectations?

Technology innovations such as Artificial Intelligence (AI) has changed the playing fields for contact center solutions and call center data. Major AI tech innovation such as Natural Language Generation and speech recognition with Machine Learning platform and virtual agents are being used in the forms of chatbots and AI interactive customer service systems.

​Chatbots, Natural Language Processing and Machine Learning are now a part of this new technology of streamlining calls and redirecting incoming calls to the right categories and right person.

AI can help with rerouting calls for operational efficiency and can be a huge time saver for customers who are calling for non- critical info or routine tasks as it can help complete several tasks quickly and provide immediate responses.
Another major AI tech innovation is AI-optimized, decision making management system with deep learning software and hardware programs that basically offer advice to customers based on accrued data from prior experiences.

There are divided perspectives on AI as a benefit or detriment to the overall customer experience. It’s important to gauge and balance the benefits of what AI can do for contact centers operations and its customers for technical advancement and efficiencies all the while adding to the human experience.

Below are some of the great benefits on how it can serve both parties, contact center and the customer.

What are the Benefits of AI?

  1. The overall customer experience is optimized and higher in response time and accuracy of what is requested.
  2. Reduce waiting time in queue.
  3. Cost reductions of hiring more staff and operation costs.
  4. Ability to handle higher volume of calls more quickly.
  5. AI can help 24/7 in all calls routed even during holidays.
  6. Data analysis of customer base of past history spend, and sales history.

As such, it is apparent that AI tech innovations can enhance your contact center agents or your in- house sales force. With this AI technology, it becomes a complementary element in all call operations and creates a higher level of customer service and reduces friction for customers who call in for dire requests or product info, in a timely, efficient, and pleasant manner.
In any case, with its accuracy and convenience, it is obvious that AI tech will transform customer experience expectation for not only contact centers, but also for all walks of life.

Even with the implementation of sophisticated AI and Machine Learning technology, there is no replacement for real human interaction and human empathy. The AI system is a supplement, and is effective in solving customers’ problems quickly, but also smart enough to offer a human when needed. Empathy is what makes the whole customer service experience a fulfilling and enjoyable one.

At IA Solutions by IA Call Center, we pride ourselves on the pursuit of innovation and customer value. Doing so with empathy day in and day out creates the best possible outcomes for our partners.

 

About IA Solutions by IA Call Center:

IA Solutions by IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors.
Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

​For more info:
www.iacallcenter.com

Author

Ian Tempro, Head of Special Projects, at IA Solutions by IA Call Center writes about his 20+ years of extensive contact center experience in leadership, client relationships, operations and specialized vertical markets.

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