home icon

Augmenting the Power of Voice with Advanced Analytics and AI

Posted by Prabhat Kaushik
Comments ,(0)

In today’s digital world, organizations try to manage their customer interactions with disruptive technologies like automated interactive-voice-response systems (IVRs), front-end Artificial Intelligence (AI) powered bots, machine-learning software, etc. However, nothing can beat a human touch when it comes to providing an outstanding customer experience, especially when the issue is complex!

To address this, businesses are leveraging call centers to create lasting customer experiences. However, traditional call centers or voice processes are no longer equipped to meet growing customer demands for prompt resolution of issues. As a result, today’s organizations are powering their call center agents with automation, analytics, AI, and Cloud-based platforms. These technologies equip humans to initiate dynamic real-time responses to improve customer satisfaction with the right mix of human and machine collaboration.

Cloud-based platforms and analytics-driven engines, that collate structured and unstructured data, empower agents with dashboards presenting a 360-degree view of the customer’s profile. Availability of all pertinent information about a customer on a single platform simplifies the agent’s task of answering a customer’s query. The unified user interface enables agents to provide customers with customized seamless experience, while reducing their effort and average handling time.

Predictive analytics is also being used across call centers to effectively anticipate issues and empower agents with a better understanding of customer sentiments and feedback. This reduces agent’s effort as well as customer’s frustration, thereby increasing the probability of first-call resolution. Additionally, organizations are adopting an AI-Human Intelligence collaboration model where the AI interprets customer conversations and suggests response options to the human agent. The agent chooses from the answers provided by the AI platform and puts it across with a personalized human touch. This helps agents resolve customer issues, manage churn and facilitate cross-sell/upsell opportunities effectively at the right time.

In the ever-changing digital ecosystem where social media adoption is increasing by the day, organizations find it hard to keep pace with the plethora of touchpoints and the rapidly evolving customer demands. However, digitization enables them to integrate multiple contact channels to provide customers with omni-channel experience across voice, email, chat, social media and self-help apps. Becoming truly omni-channel helps organizations meet customer expectations with a unified response across all channels of communication and provide them with a consistent and personalized experience regardless of the number or nature of touchpoints.

Research shows that digitizing customer care can significantly raise customer satisfaction while reducing costs simultaneously. Therefore, organizations use advanced data collection, data analysis, and AI to provide valuable insights about customers and improve the overall call center experience. Customer call center is a critical touchpoint for businesses. Organizations that realize this and undergo digital transformation in their call centers will have a real competitive advantage in today’s customer-driven economy.

About Author

Prabhat Kaushik- Senior Manager, Client Solutions, Business Process Services, Wipro, Ltd.

With about 16+ years of cross-functional experience in the contact center space, Prabhat has led large and complex accounts/queues in technical and customer support domains across industry verticals. In his current role as a solution lead and process consultant, he helps clients in creating innovative and optimized solutions by leveraging new transformation technologies.

Read all blogs

Comments (0)

Post Comments