12 February 2018

Empowering contact center agents with AI

Posted in Contact Center, ComputerTalk, Technology

Every minute, your contact center generates massive amounts of data, as information flows between your customers and your organization. The contact center serves as a tool to manage this data and use it to provide customer service.

By managing the enormous amount of data, the contact center can provide insights into your customer journey to optimize your services. These insights empower agents to provide more effective and efficient service to customers. The challenge in leveraging this significant data source is in its volume. How can you sift through all of the information to find the key insights and draw accurate conclusions about your customer experience? That’s where AI comes in.

Your agents already have access to a wealth of customer information through CRM integration. This helps them provide effective, personalized service, and to solve problems quickly. Customer-specific information is important, but many insights can be gained by looking at the overall contact center. This holistic view is made possible with AI. Integrating AI into your contact center allows you to take massive data sets and distill them down into specific insights, in real time. This allows agents to receive recommendations to improve customer service while they are assisting customers. Combining customer-specific information with general insights creates a powerful experience.