Focus on the essentials with AI in the contact centre - for customers & employees

In our digitalised world, customer expectations are constantly rising. 66% of consumers expect a response within minutes - if this is not forthcoming or the quality of service is not convincing, many customers turn away immediately. In fact, one in three customers abandon a brand they actually like after just one negative experience.

A good customer experience (CX) has become a real competitive advantage. Brands that prepare for the future early on not only win new customers, but also retain them in the long term: 93% of consumers buy again from companies that offer good customer service. But how can artificial intelligence (AI) be used to provide the highest level of customer experience and at the same time reduce the workload of customer service employees?

Customer service employees are important representatives of the company - their interactions shape brand perception. But despite their dedication to customer service, the burden of often tedious administrative tasks is high and takes up valuable time. Taking notes and following up takes up a large part of the working day and reduces the time that can actually be used for customer conversations. The focus on the actual conversation is reduced.

Relieving employees of such repetitive tasks improves service in two ways:

1. Agents can concentrate on direct customer contact.
2. Customers get faster and better access to information.

Thanks to AI technologies, this vision has now become a reality and offers an enormous increase in efficiency.

Although there is often talk of AI replacing human labour, the reality is different: AI supports people in helping people better. It brings major benefits to the contact centre at every stage of customer contact - before, during and after the interaction.

• Before the interaction: AI captures customer details and concerns while they are still in the queue.
• During the interaction: Features such as real-time transcription and summarisation(RTAS) allow agents to focus fully on the conversation.
• After the interaction: AI-supported analyses provide valuable insights, e.g. through automated customer scores (CSAT), quality checks and resource forecasts.

Efficiency gains before and after an interaction are important, but the greatest added value of AI, especially generative AI, is realised directly during the conversation. Tasks that used to take minutes are completed in a matter of seconds, leaving valuable time that can be used for more important activities.

Not every issue requires direct contact with service employees. If customers can resolve simple issues themselves, employees remain free for more complex questions. Generative AI improves the self-service experience and enables round-the-clock support for basic enquiries.

An AI chatbot that accesses intelligent data on products, for example, can answer simple customer enquiries. In combination with a Customer Data Platform (CDP), it can even provide specific feedback on personal questions, such as check-in times for a flight or baggage options for the ticket booked.

From the reduction of administrative tasks to intelligent chatbots: Generative AI takes the pressure off and makes work in the contact centre more fulfilling - with direct added value for customer satisfaction. According to PwC, AI could increase employee productivity by up to 40 % by 2035.

Companies that implement AI at an early stage not only create a first-class customer experience, but also empower their employees.