Contact Center Pipeline September 2022 September 2022 - Page 26

MULTICLOUD

ILLUSTRATION PROVIDED BY APINAN ADOBE STOCK

EVOLVING THE CONTACT CENTER HOW DISRUPTION LIKE AI , PERSONALIZATION , AND MULTICLOUD ARE DRIVING POSITIVE CHANGE .

BY VASILI TRIANT , UJET
26 CONTACT CENTER PIPELINE

The disruption never stops . Between supply chain issues , workforce shortages , natural disasters , and whatever is about to hit us next , disruption is everywhere – and it ’ s causing an abundance of unhappy customers .

The worst part : disruption typically causes a spike in customer service needs , which magnifies customer experience ( CX ) issues for brands that are not prepared . The initial disruption inevitably leads to a wave of additional problems and requests , which further strains customer service teams .
But this isn ’ t new . We ’ ve been operating in a state of disruption for nearly three years now .
While it has been difficult , to say the least , the disruption has forced customer service leaders to reevaluate how they think and shift how they operate .
Perhaps most importantly , these changes present the perfect opportunity for leaders to reimagine and deliver a new , better era of customer service .
BETTER CX AT THE INTERSECTION OF AI AND HUMANS
The most prominent change we see is combining artificial intelligence ( AI ) with human capabilities to increase productivity and customer satisfaction .
Some people may think AI is there to replace agents , but that couldn ’ t be further from the truth . AI is there to complement or assist agents and streamline service .
For example , the airlines have been dealing with unprecedented travel chaos this summer and are canceling or delaying flights daily . In fact , over 1,000 flights were canceled over the Fourth of July holiday weekend in the U . S .
nearly four hours on hold .
This is unacceptable for any industry . While not the entire problem , tedious tasks such as authenticating identities , collecting background information , and forcing customers to repeat their issues create unnecessary delays and makes transactions more time-consuming .
AI can tackle tasks like these , allowing agents to focus on resolving customer issues and shortening time-to-resolution .
BALANCING AUTOMATION IN CUSTOMER SERVICE
Although implementing AI is critical to upgrading CX , there needs to be equilibrium at the intersection of AI and humans .
However , when it comes to automation , many organizations look at it as a solution to cutting costs .