AI is playing a fundamental role in improving customer satisfaction within call and contact centre solutions – but it needs to be done right. Our research recently found that 41 per cent of IT leaders believe companies will fall behind if they don’t adopt conversational AI capabilities.
Additionally, AI represents a huge opportunity for the channel to increase customer satisfaction and revenue streams. AI and automation present lucrative opportunities for partners to develop advice and offerings that can drive innovative solutions, drive operational efficiency, enhance customer experience, and generate new revenue streams.
Improved capabilities
As AI technology evolves and improves, we’ll continue to see chatbot capabilities increase in sophistication. By learning from an ever-growing pool of data, AI will develop new conversational and analytical capabilities to further enhance the working lives of contact centre agents. In turn, we’ll see improved efficiency, more personalised services and higher customer satisfaction.
In some cases, the capability yet to come is that of using chatbots properly. We’ve seen in the media multiple examples of organisations blaming the chatbots when things go wrong and a lot of that is down to poor training and implementation of the AI.
Appropriate and relevant AI
The key to AI success, like with any sort of major software adoption, is ensuring that contact centres start at the right level. Rather than leap ahead, they should take a step back and implement appropriate and relevant customer service use cases. This will give the AI technology a platform to learn from, and from there businesses can start developing it better.
Analytics and data are going to be the big things in the year to come. The companies that manage to marry the insights from AI with human and business intelligence are going to be the ones that shoot ahead.
Partner with 8x8
Find out more about how you can partner with 8x8 to offer businesses a contact centre and communications solution that can keep customers happy, agents engaged, and employees connected.