Incorporating artificial intelligence (AI) into your call center quality monitoring can feel like an uncertain prospect. With over 80 percent of businesses already using or planning to acquire automated technology as a customer service strategy by 2020, it’s apparent that AI is quickly becoming a baseline requirement to compete in an increasingly globalized marketplace. However, many business owners still have concerns regarding the effects that AI will have on customer relations. While the efficiency and cost-cutting benefits of automated technology are well documented, there is a widespread myth that consumers will always prefer to resolve issues with a live customer service agent rather than a front-end AI-powered chatbot or interactive voice response system. The truth is that AI, when properly integrated with human intelligence, can vastly improve the effectiveness of your call center quality monitoring. Success depends on aptly assimilating technology into the existing corporate structure and promoting a workplace culture that embraces AI as a helpful resource. By keeping this philosophy in mind, you can use automation to develop an elevated front end experience that will dazzle your customers.
Surveys have shown that customers place a high level of importance in how quickly their issue with a company is resolved, while fiercely resenting the need to explain their problem to multiple people before reaching a solution. And nearly 70 percent of customers prefer the convenience of a messaging program over a live phone call to resolve an issue. Consequently, the speed and organization of your customer service matter just as much as the quality of engagement. This is where artificial intelligence in a call center can be a game changer. By streamlining some of your most repetitive, low level customer queries to a front-end AI-powered chatbot that consumers can communicate with at their own pace, you’re able to provide an immediate response to a simple question while freeing up time for your live call center service agents to address more complex issues or to speak with older customers who may not feel comfortable utilizing technology. Implementing AI to supply rote solutions to recurrent consumer complaints allows you to offer personalized, consistent service based on the level of engagement required. The result is a more effective system of call center quality monitoring.
When humans are tasked with assessing customer service agent performance, limitations become evident. Most companies without a dedicated AI platform only have the resources to analyze a tiny fraction of recorded interactions. This means that they’re only getting a restricted sampling of vital call centers quality monitoring metrics such as voice analysis, predictive patterns of behavior, and productivity rates. By adopting an automated quality assurance program that can easily track every call, you’ll jump to a 100 percent monitoring rate that gives you the full picture of service center strengths and weaknesses. The analytic capabilities of a good AI quality assurance system also have the potential to transform your training strategies. Automated technology can easily identify hundreds of different variables to a human voice and develop predictive models for emotions that can be applied to specific customer queries and demographics. This data can then be used to formulate standard live agent responses to common consumer complaints, resulting in a higher level of satisfaction. By using AI to enhance the effectiveness of your live service team, you can channel the combined power of technology and human intelligence to provide a superior level of customer support.
While weaving artificial intelligence into call center structure can dramatically improve your customer satisfaction and retention rate, the truth is that no current AI software can operate completely independent of human supervision and interaction. Even the most sophisticated automated call center quality monitoring network will struggle with complex customer queries that require the empathy and emotional intelligence of a live agent. That’s why it’s imperative to develop appropriate escalation procedures with your customer support team in the event that a front-end AI-powered chatbot or interactive voice response system is unable to adequately resolve a consumer complaint. To prevent AI from mishandling customer service interactions, incorporate periodic reviews of call center transcripts to pinpoint areas of weakness in system analytics that may need to be supplemented by live agents. You should also assign a dedicated team to monitor all call center automated functions and make quality control adjustments as needed. Keep in mind that the purpose of AI is to delight your customers, so utilize insight from your live agents to continuously improve your automated systems and avoid frustration and confusion from consumers that may cause them to move on to a rival company.
While upgrading your call center quality monitoring system to incorporate AI may seem like a big investment, the truth is that you can’t afford to forego automated quality assurance in today’s marketplace. With over 91 percent of top branded companies that boast superior levels of customer satisfaction utilizing AI, embracing technology is a fundamental strategy for converting and retaining a loyal consumer base. The key to providing the consistent, personalized service that customers now expect is to use AI in tandem with a talented pool of live agents who are trained to view automation as a useful tool, not a competitor. By implementing AI to improve efficiency and provide faster response times to customers, amplify training strategies, and integrate feedback from your call center team, you’ll be offering a premium level of service to consumers that will build long term brand loyalty.
With over 20 years of experience in providing superior outsourcing solutions across a wide range of industries, Etech is a world leader in helping companies develop a seamless customer service experience. We offer a variety of artificial intelligence strategies including inbound and outbound call center service, live chat messaging, quality assurance monitoring, tech support, and software application. Systems are customized to meet your individualized needs while allowing you to compete in a diverse and globalized marketplace. Contact us today to tell us how we can help you achieve your business and project goals.
This blog was first published on LinkedIn.