What’s holding businesses back from achieving CX excellence? Is it a lack of understanding, insufficient resources, or a failure to prioritise customer needs?
In this blog, we will talk about how Generative AI has the capability to eliminate the problems that contact centres face on a daily basis.
Back in the day, businesses were all about their products, with customer satisfaction taking a backseat. As competition intensified, they quickly realised they needed more than just great products to thrive. Standing out meant prioritising customer care alongside their offerings.
As companies expanded, dedicated teams and facilities were put in place. But when support requests surge, agents struggle to keep up. This leads to high turnover and frustrated customers facing long wait times. As a result, satisfaction scores drop, and leadership is left puzzled.
So, its resource intensive, long hours for employees and never-ending complaints. Many solutions have been explored in the past. Let’s understand how Generative AI can be a game changer.
Boost Employee Productivity
Generative AI streamlines customer interactions for contact centre agents, providing real-time information and suggestions, reducing search time.
Let’s take an example with help from the Katonic AI platform. During a customer interaction, the AI bot could monitor the conversation and propose relevant articles, step-by-step fixes, or common responses to insert or edit, reducing the agent’s typing and need to formulate responses from scratch. It could also automatically take notes and create editable conversation summaries, eliminating after-call work. Together this can significantly cut handle times and boost first contact resolution rates.
Agents can provide quicker, more accurate responses, elevating the customer experience. Meanwhile, contact center managers have more coachable moments thanks to full visibility into agent-customer conversations.
Post-call Summary
Once a customer interaction has been concluded, service agents usually conduct post-call processing by uploading a contact summary to the CRM system. Katonic AI’s Gen AI powered solutions automate this task, saving time in every contact centre conversation and contributing to significant resource savings for the service operation.
Multi-Language Support
Gen AI can automate and enhance the customer support process, ensuring high-quality, consistent, and personalised user experiences across various languages & cultures with minimal effort and resources. Say hello to accessibility for all!
Now that we’ve taken a look at a few use cases, we can understand how Generative AI can change the landscape of contact centre operations. How can we master it? By adopting responsible methods of Generative AI uses for companies and its customers.
By combining Generative AI with human agents, businesses can offer streamlined support, ensuring customers get the best assistance.
Benefits of implementing Generative AI for your business:
- Efficient Use of Human Resources
Let virtual agents handle routine tasks, freeing up human agents for more complex calls. - Automated Assistance
Human agents get immediate access to info and guidance, improving their performance. - Natural Conversations
Agents chat naturally, making customer experiences seamless. - Useful Data
Turn customer interactions into insights, helping improve service quality over time.
Generative AI is also handy for crafting personalised content like product descriptions, email responses, and social media interactions. This personalised touch strengthens connections with customers, fosters trust, and sets businesses apart in a competitive market.
As Generative AI evolves, it holds the potential to revolutionise the customer experience, allowing businesses to provide exceptional levels of service, support, and engagement.
If you would like to have a better understanding of how Generative AI can be a catalyst for contact centres, reach out to us.
