TELUS International: Four reasons why artificial intelligence belongs in your customer service strategy - OUTSOURCING-TODAY.RO
Latest News  

TELUS International: Four reasons why artificial intelligence belongs in your customer service strategy

Discover how artificial intelligence is helping contact centers deliver a more effective and engaging customer experience

2018-02-01 16:26:42





Grégoire Vigroux
Vice-President Marketing Europe at TELUS
International

Key Takeaways


• Leveraging artificial intelligence (AI) can have a positive effect on your business operations, brand and bottom line.
• AI has the ability to help call center agents analyze behavioral data and anticipate customer churn for more proactive service.
• When AI is used to increase contact center efficiency, agents have more time to engage and connect with customers, improving job satisfaction in the process.

At its core, artificial intelligence (AI) is about simplifying, streamlining and organizing information. Machines take on duties that have traditionally fallen to humans, freeing them up for more important and nuanced tasks.

When you break it down like this, it's no wonder AI is becoming such a big part of customer service. With tools like chatbots and intelligent analytics platforms applied to the customer experience, contact center agents now have more time to deliver the personalized attention customers crave.

But that's only one of the benefits of integrating AI into your customer service strategy. Leveraging this evolving technology can also have a positive effect on your business operations, brand and bottom line.

1. AI builds brand loyalty and trust


According to a recent study conducted by retail management consulting firm Boston Retail Partners, 45 percent of retailers intend to use artificial intelligence to enhance their customer experience within the next three years. In the travel and hospitality industry, 58 percent of businesses are already automating areas that include customer service and AI is becoming increasingly prevalent among financial services companies.

Bob Hayes, data scientist, customer experience expert and president of consulting firm Business Over Broadway, believes the trend is being driven by AI's ability to help organizations better serve their customers. "Machine learning is great for repetitive tasks," he says. "It leaves more time for humans to dive deep, engage in the relationship and solve problems."

With AI to help call center agents analyze behavioral data and anticipate customer defection, Hayes says, companies are able to be more proactive. "Instead of waiting to hear complaints," he explains, "they can reach out to customers first." In other words, AI gives businesses the foresight to address customer concerns before they become a problem. This attention goes a long way toward nurturing the consumer relationship.

Machine learning, which uses algorithms to detect and predict trends in data, also adds value by building consumer loyalty and trust. From identifying potential security breaches to providing a reliable service experience, it can produce a favorable impression of your overall brand.

To that end, companies are experimenting with tools like Amelia, a new AI platform from technology company IPSoft. Described as a "digital employee," Amelia assesses the context of customer conversations and adapts her tone and actions to each consumer's need.

2. AI reduces call center attrition rates


Despite what many sci-fi movies would have you believe, humans and cognitive systems can live in harmony. In fact, digital assistants like Amelia can support call center agents and, as a result, reduce churn rates.

For example, the Tel Aviv-based company, TechSee, leverages the cameras on consumers' mobile devices so they can show agents their problematic products in real time allowing agents to troubleshoot more effectively. Meanwhile, behind the scenes, the system learns from every customer interaction and adds to an ever growing knowledge base of common problems and resolutions, making it easier for the agent to identify the best possible solution.

This level of agent enablement and increased productivity can have a direct impact on employee retention, according to Liad Churchill, VP of product marketing with TechSee. He's seen a dramatic improvement on major contact center key performance indicators (KPIs), such as call resolution and agent turnover rates. "With the virtual assistant to make recommendations, it shortens tasks for agents and suggests next steps, which reduces pressure," says Churchill.

E-book: Measuring success in the contact center


What KPIs really matter?
Download the e-book

3. AI improves agent efficiency


The easier it is for an agent to do their job well, the better they'll be at it. To achieve this, companies are working with customer-engagement solutions like Pypestream, a software company that designs intelligent chatbots for mobile messaging.

In Pypestream's experience, 80 to 90 percent of customer queries are repetitive — so the company automates the answers to these queries for the benefit of both agents and customers. "The focus of any bot should be intelligent automation of existing business processes delivered in a conversational way. And it's critical to keep the customer experience in mind," wrote Pypestream Chief Customer Officer, Donna Peeples, in a blog post.

In a similar fashion, Conversocial, offers a messaging tool that uses AI to gather critical customer information before an interaction even begins. "A chatbot has to be pretty much perfect, otherwise it will quickly frustrate the customer and may be an awkward hand-off to a human agent," says Joshua March, CEO and founder of Conversocial.

March explains that Conversocial's Twitter and Facebook messaging tools automate 15 to 20 percent of the customer conversation before passing the consumer to an agent for more personalized help and the desired resolution. For instance, about 14 percent of Tesco's Twitter DM replies had previously involved asking customers for additional information. Today, however, its agents begin the conversation with necessary and relevant customer information already on hand. According to March, this same approach has decreased some companies' average handle time by upwards of 30 percent.

4. AI improves first call resolution rates


Just as AI can improve contact center effectiveness and the speed with which an agent resolves queries, it can also have a positive influence on first call resolution rates. Using services like TechSee can make for a more accurate tech-support diagnosis, but what about health insurance questions or product shipping delays? To solve these problems on the first try, maximizing customer data is key.

IT consulting and software services company Xavient Information Systems aggregates customer-interaction data from multiple platforms in an attempt to improve first call resolution. Xavient's analytics platform, called AMPLIFY, couples AI with technology like voice recognition to identify customer frustration and make recommendations that are designed to expedite interactions. AMPLIFY can even identify patterns in customer behavior, so agents can take the necessary actions to satisfy customers right off the bat.

Using AI to support and enhance customer-agent interactions, rather than replacing humans with machines, is undoubtedly the future of customer experience. And with the help of cognitive technology, contact centers can offer a more effective and engaging interaction every time.

Keep up-to-date with the latest thinking about BPO, ITO and Contact Center solutions. Each week, TELUS International, a global provider of contact center outsourcing and BPO solutions, shares insights on the latest customer service trends.
Related articles: https://www.telusinternational.com/


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
Larry Ellison announced the availability of Oracle Autonomous Transaction Processing

Oracle Executive Chairman and CTO Larry Ellisonrecently marked a major milestone in the company's autonomous strategy with the availability of the latest Oracle Autonomous Database Cloud Service, Oracle Autonom

 Read Full article »
Ness Digital Development center in Iasi expands activity, creates new jobs

Ness Digital Engineering, one of the leading global providers of IT services, is consolidating the activities of its center based in Palas Iași, adding two major companies in the field of telecom, media & ente

 Read Full article »
BearingPoint expands its Security Advisory Center of Excellence in Romania

Technology consultancy company BearingPoint announced that it is expanding its Security Advisory Center of Excellence (CoE) in Romania.

 Read Full article »
Connections signs partnership with UiPath, aims 5 mln Euro from robots in 2019

Digital transformation company Connections, operating in Romania, Bulgaria and Serbia, has signed a partnership with UiPath, the Enterprise Robotic Process Automation (RPA) platform with the fastest acquisitio

 Read Full article »
Endava marks IPO and first day of trading on New York Stock Exchange

Endava opened for trading on the New York Stock Exchange (NYSE) under the ticker symbol "DAVA" following its initial public offering.

 Read Full article »
Colliers: Co-working changes Romanian office leasing data

The end of the first semester has brought into light great achievements from regional cities in all real estate segments. Bucharest has also performed well and, according to the real estate consultancy company

 Read Full article »
Atos, closer to acquire Syntel

Atos and Syntel have entered into a definitive merger agreement under which Atos will acquire Syntel for cash consideration of c. 3.4 billion US dollars, 41.0 Us dollars per share, representing apx. 14 per cent

 Read Full article »
Turkey's TotalSoft completes acquisition of Romania's Architected Business Solutions

Turkish-owned software company TotalSoft said on Monday it has completed the acquisition and merger of Romanian business management consultancy group Architected Business Solutions (ABS). The deal was announced

 Read Full article »
SAP and Lufthansa launch world's first "Aviation Blockchain Challenge"

The Lufthansa Innovation Hub and the SAP.iO Foundries program in Berlin launched the "Aviation Blockchain Challenge" to draw attention to the potential of blockchain technology in the aviation industry, uncover

 Read Full article »
Endava specialists put 3-month work in Via Transilvanica platform

The Via Transilvanica online platform, a concept initiated by the Tăşuleasa Social Association, was developed pro-bono by an Endava team in three months. A smartphone application, interactivity and tagging fu

 Read Full article »
 
 
MOST READ ARTICLES
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» The Outsourcing industry announces its...
» Committed to growth
» Genpact's COO: Staying ahead of the cu...
» PwC: The competitive advantages of Rom...
» Luxoft expands Asia Pacific presence w...
» Olga Botusan, Stefanini: There is a hu...
» Zitec's digital marketing division reg...
» EXCLUSIVE: ABSL Timisoara - BPO and SS...
» How does leadership look today?
 
EDITOR CHOICE
The long way from Learning to Development

How to succeed in reaching the young and the valuable employees and wining their hearts and minds, so they will forever be committed to gain knowledge, evolve in profession and build a strong career inside the

 Read Full article »
Synergy of skills

There are over 250.000 employees only in the class A and B office buildings in Bucharest and around one million employees spread around the city. How does the office market cope with the need of companies to ac

 Read Full article »
Risk management in industry 4.0. The risks are new, how is the management?

The ink is not yet dry in terms of GDPR's EU compliance regulations and the last few months have been a very useful exercise for everybody, either vendor, producer or consumer to understand that rigid concepts

 Read Full article »
In the search of the best next available resource, human or not

With the work demand expressed for the "traditional" job openings in ITO, HRO, BPO or SSC, the question formulated by the industry stakeholders points to some concerns regarding the future availability of the s

 Read Full article »
Competing in outsourcing: racing of endurance and skills

As Romania's outsourcing sector is currently estimated to employ more than 100,000 people, a constant evolution in the past years (with 15.000 employees registered in 2007), the local market is a popular nearsh

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area | GDPR policy
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events