Innovative technology to relieve contact center workers in Malaysia

COVID-19 has driven the acceleration of digital transformation, with companies moving business processes toward a smarter, data-driven future. Artificial intelligence (AI) and machine learning play an important role, enabling organizations to streamline and automate core functions and improve efficiency.

According to a McKinsey survey, AI is used in at least one business function by 56% of companies globally. The benefits of technology can be transformative; however, it requires focus and the right approach. Given its high-impact capabilities, AI could be seen as a panacea for many business problems regardless of the specific problem they are trying to solve or its local context.

According to the same McKinsey global survey, contact center automation is the third most common technology deployment in business functions; customer experience is one area that can benefit from AI-powered tools in the country.

Improving the customer experience with better technologies

Starting at the front office, organizations can leverage technologies like AI-driven omnichannel smart virtual assistants to free up time for human agents to focus on higher-level tasks. This form of automation removes a layer of lower-level repetitive tasks for front desk staff and provides customers with a quick and efficient way to find the right service or be directed to the information they need to complete their request. .

Conversational automation adds an extra layer of support to contact center agents, increasing the skills they already have and the level of service they can provide. Such a platform can span the full spectrum of the conversational experience for customers and the agents they speak to, using advanced tools such as robotic process automation, conversational AI, and process automation. workflow to seamlessly combine contact center operations with back-office processes.

Conversational AI

Focusing specifically on conversational AI, this solution provides contact center employees with an increased flow of information during a call. The platform can present them with real-time information relevant to the conversation they are having with their customer. This improves customer service and enriches the overall service experience.

An AI-driven platform will co-drive the call, assisting the contact center employee with advanced capabilities such as real-time insights and guidance, value-added suggestions, and real-time automation of repetitive tasks. AI-driven tools can also pick up a customer’s tone of voice and determine their mood – alerting supervisors if the call should be forwarded. Such features can help build detailed customer profiles and thus play a pivotal role in improving the customer experience.

Data entry and analysis

The organization can capture a lot of data for every call that comes into a contact center. Instead of siphoning this information into storage and potentially reducing its potential and the risk of it becoming siled, organizations can apply it directly to their customer experience platform, further enriching the knowledge it holds. This enables AI-based technology to analyze and detect behavior patterns, make sense of a customer’s preferences, uncover previously hidden relationships between the customer and products or services, and systematize data on this customer. This data and insights can make every customer journey more understandable for contact center agents and enable them to do the best job possible for every customer interaction.

This analysis – which can be drawn from a large pool of data, collected from various ingestion points such as voice, email, chat and social media – allows the company to detect the points friction in the customer journey and provide in-depth contact center insights. daily activities.

Roadmap to success

Unlocking business value by deploying these technologies requires strategic thinking and a clear roadmap. The process involves an assessment of how best to integrate smarter technologies into contact centers.

The first step is to understand what type of customer queries constitute the majority of traffic to this business and thus create awareness of the type of interactions and types of customers that the organization should prioritize. Automation relieves contact center agents, allowing them to better handle higher call volume.

The organization will need to define which processes make sense to optimize with automation, and when customer queries should be escalated directly to a human agent.

Additionally, the roadmap should assess how increased automation fits into a larger digitalization plan and assess all possible links between departments and the overall business transformation plan.

With the transition to a more digital economy, traditional businesses – financial services, telecommunications, insurance or e-commerce – will need to change their business models accordingly. Business success relies on customers and delivers better results. Smarter customer experience tools will go a long way to supporting this success.

This article is a contribution of the co-founder and president of Uniphore Apac, Ravi Saraogi.