DIGITAL TRANSFORMATION IN A CONTACT CENTER IS AS MUCH ABOUT PEOPLE AS IT IS ABOUT TECHNOLOGY .
A prime example , HGS Agent X , an AI-powered contact center platform , not only measures sentiment and predicts questions but also pulls and displays customer context data , giving agents a 360-degree view of the interaction on a single , unified dashboard . Agent X also leverages generative AI to triage customer support calls by routing them to the agent who ’ s best equipped to handle them , improving both individual EX and overall team morale . Agent X gleans customer context data as well to enable better future interactions and continuous improvement .
This step change requires digital transformation – and putting your agents ’ EX at the center of it . You ’ ll need to migrate to the cloud , consolidate your systems , and use AI ’ s automation and analytics to reduce the manual work agents have traditionally done when serving customers . The latest generation of platforms , such as Agent X , combine a range of AI-enabled functionalities to automate tasks , analyze sentiment , and provide speech insights . These help agents deliver not only a higher quality but a greater quantity of customer care – while notably easing their stress level .
DIGITAL TRANSFORMATION IN A CONTACT CENTER IS AS MUCH ABOUT PEOPLE AS IT IS ABOUT TECHNOLOGY .
GENERATIVE AI TAKES EX INTO THE FUTURE
Generative AI refers to any kind of automated process that uses algorithms to produce , manipulate , or synthesize data , usually in the form of human-readable text or images . In CC use cases , generative AI reviews , summarizes , and categorizes customer interactions ; pulls and recombines contextual data for use in future interactions ; and applies predictive analytics to help agents anticipate solutions .
Generative AI also provides big data management capability , sorting and analyzing the massive quantities of data produced daily by the CC to provide the team leader with actionable insights that help them assure quality across every call . This frees them from spending enormous amounts of time listening to sample calls and evaluating or categorizing them manually . In addition , it enables predictive routing , which analyzes agents ’ strengths and matches each call with the best-qualified agent . Not least , generative AI gives managers the metrics to report CX performance to clients quickly and accurately .
When encumbered with inadequate resources or inefficient processes , agents get frustrated in short order . Removing roadblocks and bottlenecks measurably improves EX by allowing agents to spend their time on higher-priority , more rewarding tasks . Having a generative AI-powered chatbot acting as their administrative assistant frees them from answering tediously simple questions . Again , generative AI pulls up customer profile data to help them offer better support to the callers routed to them .
It ’ s up to the team leaders and CC manager to find the best ways to apply each agent ’ s native talents and skill sets to enhance their EX , which in turn will optimize each CX outcome . Generative AI saves them vast amounts of time and effort by revealing the employee skills , knowledge , and tools that drive the best customer interactions . It also helps them identify the top performers in the CC and analyze what makes them successful . They can then leverage this info to fine-tune their training and coaching to nurture these skills in others .
MAINTAINING THE HUMAN TOUCH IN CUSTOMER CARE
While agents have expressed concern over generative AI potentially eliminating their jobs , the human touch will always be an essential ingredient of CX excellence . But generative AI can serve as an invaluable assistant to each agent in the contact center , reducing their stress by taking on repetitive manual tasks and optimizing their ability to resolve customer problems faster and more efficiently . Developing more responsive , empathetic chatbots that can sort out less complex customer issues will continue to enhance EX for human agents – but it will never replace them .
From the team leader ’ s perspective , generative AI enables proactive monitoring and management of agent interactions . It can accurately identify those interactions that result in a negative CX , so the issue can be rectified in real time and help agents to be more mindful during future interactions . At an organizational level , AI capabilities help analyze and predict customer sentiments so the business can quickly adjust its offerings to create more positive CX outcomes .
Providing the environment and technology that enable agents to do their best work is the most effective way to bolster retention – and will also be pivotal in meeting ever-increasing customer expectations . When employees see their value reflected in the support and tools provided them , it will not only motivate them but foster pride in their work as champions of your brand . Leveraging automation through generative AI will ultimately help empower employees while creating better experiences for customers .
VENU GOOTY , SVP OF DIGITAL STRATEGY AND TRANSFORMATION , HGS Venu Gooty is SVP of Digital Strategy and Transformation at HGS , a global leader in consumer engagement , digital CX , and business process management . A passionate and accomplished executive with over 18 years of IT industry experience , in his role at HGS , Venu helps global brands optimize their operations so they can give customers a worldclass experience while reducing costs and increasing revenue .
MAY 2023 15