According to a recent research, it has been found that more than 40 % of the customer agents fail to provide services to their customers due to the distraction caused with all the manual work they have to do such as recording complaints alongside the service calls. The lack of latest technology causes failures and errors in data entry and other search based services. Nearly 40% of the call respondents complain of low quality calls which are caused by bad network connectivity. These hindrances are causing regular dissatisfaction in clients.
In order to overcome the restrictions and difficulties caused by these issues, it is of the utmost priority that the technology is now revolutionized and service agents are equipped with the latest softwares and equipment to bring the best experience for their customers. In order to select the most suitable and high productivity tools aimed towards a unique customer experience , there are certain factors which have to be kept in mind. Let us have a look on a few;
AI and Agent companionship not replacement : The AI driven applications such as contextual self-service, intelligent virtual assistants and interactive voice response (IVR) systems aim to be a companion of the human agents and not intended to replace their job. The work done by these applications reduces the stress of humans and also strives to quickly tackle minor and moderate queries raised by clients. Nonetheless, certain situations need human assistance and have to be escalated from the AI applications to the human agent as it requires deeper empathy and knowledge along with experience. With the collaboration of real-time AI, natural language processing, speech-to-text analytics, and intelligent automation with human agents can prove to be revolutionary while achieving the most desired outcomes in the most efficient and accurate manner.
Real Time is of the essence : In a research study it is found that almost 87% of agents admit that in order to quickly respond to the queries, they require immediate access to knowledge centers in real time. It is proven that it is extremely important to choose an application which is capable of functioning in real time in order to avoid delay in services. With the aim to offer the best experience to the customers, the agents require real time guidance from the AI applications which are active during the conversations with the clients.
Hands-free is the way to be : Around 54% of the agents complain about switching the application while in conversation with the clients which slows down the process of solving the issues. Similarly , around 54 % complained about the wastage of time while searching for customer information. This issue has to be solved with advanced AI applications which are capable of automating the process of data entry as well as searching information about the clients. The applications should be so advanced that the process is completely hands free; the information about the client should automatically be presented on the agent’s screen as soon as the conversation starts.
The SaaS based voice AI platforms are the latest talk of the town. The AI -Powered Voice Bots requires very minimal or no coding. They are best fit for contact centres, BPOs, Fintech and Retails verticals to automate customer support, increase digital sales and go up on the customer satisfaction score (CSAT). Floatbot.AI is one of the most innovative Voice AI platforms offering no-code Voice AI platforms to their worldwide clientele.
The customer care agents should be equipped with advanced software in order to reduce stress and workload. In order to strengthen the customer – agent bond, they should be provided with quick, effective and efficient solutions which will improve their overall experience with the services. As a result, the customer will gain trust and will rely on their services in future.
Author-Toshank Bhardwaj, AI and Telemedicine Content Creator
