The traditional role played by interaction analysts is changing – there’s a new source of reliable feedback that’s providing greater insights into how people interact. The new source of human relationship and engagement feedback has taken some folks by surprise – it’s Artificial Intelligence.
Artificial intelligence is helping businesses to build better internal and external relationships. AI is not taking the place of human interactions; it instead makes it easier for humans to build better relationships and develop stronger connections. The old traditional methods used to understand how employees and customers relate to each other are slow and often unclear. The data is collected mainly through lengthy surveys, interviews and interaction transcripts that require collating and analysis. By the time the manually organized final output reaches the appropriate manager or team member, it may have lost all relevance.
Measuring the degree of positive engagement between service reps and customers requires the accurate analysis of huge amounts of interactive data. AI is well-suited to the task and can discern useful meaning by quickly scanning and analyzing thousands of human interactions as they take place. Trends that would have taken weeks to spot by humans working within one of the traditional approaches can now be reduced to mere moments.
The suitability of the data presented by AI enables humans actions to be taken before situations develop that can be tough to control or reverse. In this respect, AI becomes a game-changer in relationship and engagement building; it enables managers to take effective and proactive measures rather than be forced into a reactive stance when small problems become big ones.
Due to the timeliness and accuracy of the analysis AI provides, the actions taken remain applicable to the most current and immediate situations. The enhanced decision-making process is of particular importance when the goal is to create better connections and relationships between service reps and customers. In this respect, AI helps customer-centric organizations become more people-centric.
Positive customer experiences are a primary goal of any customer-service operation. AI can quickly detect trends in customer calls and alert the human element of an organization to a developing issue as soon as it’s first detected. Forewarned is forearmed, and the customer service team will be much better prepared to deal effectively with a developing problem when the AI early-warning system spots the first spark.
AI’s quick-detection capabilities are not limited to spotting negative trends – those team member actions that bring about the most positive customer reactions will also be detected. The benefit of their detection lies in AI’s ability to quickly share what it learns with the entire team.
The combination of human intelligence and AI in a customer service department or call center can build more positive and loyal customer relationships. By monitoring and analyzing the interactions taking place, AI can quickly detect and report what’s making customers happy and what their concerns are. This is valuable and actionable information that becomes even more useful when it can be shared with the front-line team members as it happens, instead of weeks later.
This blog was first published on LinkedIn.