AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agents. Fueled by more than 300% growth in AI investments, these technologies have delivered cost reductions of $68 billion, enhanced CX with 85% of customer interactions expected to be through robots by 2020, and increased agent productivity with 80% of executives reporting that they believe that AI will improve employee performance going forward.
AI can be highly effective in assisted service mode – to route customer inquiries, help agents interpret inputs, and assist the agent with decision support tools. AI can also increase the efficiency of the automation in self-service mode, where customers interact exclusively with bots that are able to guide them to self-resolution. Hybrid solutions – where issues beyond the capacity of a bot can be escalated to a human agent – enable humans and machines to work together for optimized decision making.
The steady progress toward deeper implementation of AI within the contact center is inevitable.
Is your organization positioned for success?
To learn more about how AI can help your customer care center increase efficiency, reduce labor intensity and enhance customer satisfaction, fill out the form on this page to download these informative Infographics.