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As consumers become increasingly more digitally mature, their daily activities are transitioning to digital at a never before pace – right from small ticket, high frequency interactions like buying groceries to big ticket, low frequency interactions like planning travel. Alongside, there is an increasing expectation from consumers for individual and contextual customer service across channels where they are present.
While the world is moving towards digital, and omnichannel experience has become the key to success, st believes that the importance of human element will sustain across the customer journey. Rather the human element will have to be re-focussed on cases requiring functional or technical expertise; social empathy and higher value services to ensure superior customer experience while maintaining cost efficiency.
These two factors of increasing movement to digital while retaining the lens of human empathy has created a need for contact centers to continuously adapt to new technologies like AI/ ML and RPA, while evolving agent service delivery ecosystem. AT Kearney in a recent study found that AI and RPA can reduce the amount of time customer service agents spend on regular processes by up to 25 percent by 2020 and by up to 40 percent by 2027 which means the agents would be free to focus on more value driven tasks which require human intelligence and decision making like up sales, cross sales, resolving complex queries etc.
IT BRINGS TOGETHER THREE KEY LEVERS FOR SUPERIOR CONSUMER EXPERIENCE: SMART AGENTS, SMART AUTOMATION AND SMART ANALYTICS.
Human centred, AI enabled
The concept revolves around enabling the agents in a way that they can fulfil the core need of emotional quotient for customers by ensuring human empathy is at the fore front of every interaction while being supported by the right tools and technologies to ensure the right service with minimal customer effort. There are two key pillars to ensure the same:
CX toolbox supported by AI, ML and NLP
Data is the new gold is highly applicable in the setup of contact center. With increasing amount of customer/ employee data being generated it becomes imperative for organizations to utilize the same not only to increase operating efficiency but also to deliver highly personalized services to customers. Some key opportunities for organizations are as follows:
REPORTS
The client, a leading Online Travel Company (OTA) in the Indian subcontinent, was struggling to keep up
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INDUSTRY GUIDE
Today travel providers have vast amounts of data at every step of their customer’s travel booking cycle.
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USE CASE
Chat is quickly becoming the defacto means of personal communication
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