How Does The Contact Center Become The Ground Zero For AI?

How Does The Contact Center Become The Ground Zero For AI?

Finally, the contact center is considered a valuable source of information and available intelligence, and is the first carrier of global industry competition for artificial intelligence contact center.

Two trends define the activities of the early 21st century. The first is to restructure the customer’s trajectory and relationships with customers in the omni-channel experience of mobile and social IoT-driven. The second is the addition of functional artificial intelligence and automation to make this new customer experience scalable and affordable.

This simplistic contact center is at the heart of the company’s two shifts. Long-term downgrade to a neglected subcontracting department, or at best the necessary cost, the call center as a glorious purgatory for the shopping center. Today, however, it is ultimately considered a valuable piece of information and available intelligence, as well as the world’s leading competitors.

For decades, smart companies have recognized this value as Sam Walton said in the early 1990s: “In the global economy, successful companies will be exactly like Wal-Mart has been trying to do: for those The people who are doing provide more and more decision-making responsibilities. They are really on the ground. Those who deal with customers every day.”

Walton’s actual management style and employee empowerment are different in the current online economy, but the basic principles still exist. For executives, browsing the aisle of the store has become an issue for analyzing virtual basket analysis. Today, visitors to the gate monitor social channels and customer service exchanges. In these roles, real-time intelligence is immediately passed to those who can take action.

Curiously, the negligent contact center in the past has also made it one of the most advanced areas of society using artificial intelligence contact center. To reduce costs, call centers have become one of the first departments in the organization to automate internal interactions. Automated efforts to reduce workload, increase efficiency and reduce time to resolve provide the contact center with decades of front-line data that drive the rest of the company. Companies quickly realized that using artificial intelligence in call centers not only increased productivity by reducing the cost of each contact, but also brought significant return on investment for one of the major costs.

Of course, AI is best when there is a lot of information and the contact center is the richest data store in your business. It is also at the forefront of customer engagement. While it can leverage artificial intelligence to increase customer engagement, it can generate everything from revenue growth to sustainable competitive advantage.

Then, just as the contact center becomes the company’s data entry point, the need to process and analyze this data leads to the integration of AI. This means that because artificial intelligence contact center is bound to extend throughout the organization to support coordination information, the contact center is the most successful example of how such data can be used to get actionable information.

As the point of direct contact with customers becomes more and more valuable in the virtual economy, frontline personnel will increasingly represent their brands and values. Therefore, it is worrying that call center turnover is still the lowest in all departments. The call center industry has an annual growth rate of 2.3% in 2011-2016. By the beginning of 2015, an estimated 3 million workers are working in call centers in the United States and millions of people work abroad. At the same time, most studies confirm that call center employees have a turnover of 30-45%.

The resulting instability is causing serious damage in the operation of most call centers. The cost of replacing one of the employees ranges from an average of $10,000 to $15,000, which increases the company’s cost and reduces the wages that can be provided. In short, the call center is in a vicious circle.

A successful artificial intelligence strategy can not only automate labor. They help you get out of this vicious circle by taking on self-service that does not meet the work of this business person and provides the same quality as ancillary services.

The result is a new set of roles that ensure higher pay and a more engaging employee experience. The company’s volatility is small, the overall profit margin is high, and employees are involved in the company’s senior management tasks.

Artificial intelligence has become an important part of the contact center because it will soon become part of society as a whole. Innovative contact center managers have learned that only AI can deliver value from self-service conversations so that customers can accept it and use it more often because they understand, predict, and help customers achieve goals faster and less effortlessly.

Your customers will have a good customer experience when your employees are free to solve complex problems instead of rushing to close the ticket and continue to the next call.