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17 May 2018

How to take those critical first steps towards implementing AI in the contact centre

By: enquirylab

Artificial Intelligence (AI) refers to computer algorithms that can be trained to learn from data and its relationships – also called machine learning –, and applied to complement or augment human intelligence in an increasing number of fields and industries. AI is being used today to finesse patient diagnosis in healthcare, to provide investment advice and aid with fraud detection in the financial services industry.

AI applied in the contact centre

Our area of interest is the application of AI in delivering world-beating customer service within the contact centre, sometimes referred to as ‘ground zero’ for AI in an enterprise environment. There are multiple applications of AI in the contact centre, including intelligent call routing, sentiment analysis, automated and suggested responses, intelligent virtual assistants (aka bots) and much more.

There is no doubt AI can deliver clear commercial benefits in the short term, providing always-on access and cutting out steps in the contact handling process thereby freeing up agents to deal with more demanding value add queries, and boosting customer satisfaction. But what else is driving companies just like yours to consider implementing AI now?

Millennial and generation-Z consumers are shaping our future comms

Consumer behaviour is changing more quickly than it has at any other stage in our history, with more ways to communicate with other people and businesses available to us than ever before. Millennials and Generation-Z use messaging apps to communicate with peers and have an expectation of using the same channels when speaking to businesses. This necessitates a restructuring of the customer journey and, despite the penetration of digital channels and messaging platforms, a massive percentage of customer enquiries are still handled over the phone or other traditional channels.

BY 2020 MILLENNIALS ALONE WILL MAKE UP 40% OF ALL CONSUMERS, AND THE EVIDENCE SO FAR SHOWS THAT THEY JUST DON’T WANT TO TALK

Indeed, 69% of millennials feel good when they can resolve issues without speaking to customer service directly, and AI is and will continue to be a key tool to beginning or completing that resolution before a customer even speaks to an agent. AI products will help an organisation future-proof its customer service pathways, but progressing from telephone-based customer service to AI may seem like an enormous and expensive leap.

Take the next step with Geomant Chatbots

Introducing Chatbots – a key AI tool which can engage in human-like conversation with customers on multiple popular messaging channels (Facebook Messenger, Skype, Slack, SMS etc), aiding the initial stages of customer interaction and delivering customer service on channels that new generations of consumers use to communicate.

Geomant has developed an ecosystem of Chatbots with capabilities ranging from basic conversational bots that will answer frequently asked questions, right through to more advanced predictive bots possessing up and cross-selling abilities. The Geomant Chatbots will help streamline your contact centre, deliver quality customer service and help future-proof your operation against the rapid changes in customer behaviour.

Geomant’s products have a range of features and benefits to ensure common AI and contact centre integration pain points are avoided – visit our AI Practice page to discover more.

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