Smart Call Center and Artificial Intelligence

The Covid-19 pandemic quickly altered the landscape for customer service operations. Much of what changed has become the new normal due to resources, employee preferences, ROI, and cost. Pre-Covid, organizations already realized that agents were AI-based solutions to increase the value of their respective brands. Yet, even after the past two years of extraordinary focus on the customer's experience, a recent survey stated that a third of all consumers say it's worse now than before the pandemic. In addition, two major customer services initiatives that were already underway pre-pandemic will only increase in the next few years. 

These initiatives are:

• AI Tools and Automation
• Real-Time Agent Coaching

Enhancing Customer Service with AI Tools - The ability for companies to invest in tools that provide a better customer experience is not unbridled, and as the promise of AI confronts the reality and limitations of today's tools, practical projects with a rapid ROI are increasingly important. These are tools like RPA or robotic process automation, which in its simplest form allows for the automation of repetitive tasks that agents have been required to execute, freeing them up to accomplish more proactive tasks based on advanced insights and analytics. In addition, chatbots continue to evolve at a rapid pace, allowing more and more human-like responses enabling answers for essential questions without the need for human intervention. 

Real-Time Agent Coaching – Digital personality toolkits that provide real-time agent coaching by translating voice tone and temperament, word utilization, behavioral analytics, and linking those to a complete 360-degree view of the customer's journey provides for informed decision-making hyper-personalized messaging. AI solutions like these offer real-time analysis through popup windows on desktop screens to provide a proactive roadmap for successful interactions. Data can also be used for post-call coaching reviews. This has proven to be impactful as companies that employ these solutions have seen their revenues grow faster than those that don't. 

If Covid taught us anything, it has to be the value of resilience. Customer service organizations that are responsive optimize data collection and can translate that data into messaging that increases revenue is fundamental. As more "digital native" companies proliferate, the corresponding number of applications that measure and enhance the customer's experience has grown exponentially. 

Please reach out to Payoda to understand your options on how AI can help your customer service operations.