2022 was very much the year that customer experience came to the fore for businesses across all sectors and industries. Organizations are increasingly realizing the importance of delivering experiences that keep customers engaged and loyal. And that’s seen a dramatic rise in the importance of new technology, such as automation and conversational artificial intelligence (AI), which helps businesses be more efficient and do more with less.
Transforming Customer Experience
In particular, conversational AI is transforming the customer experience that businesses can offer. For example, new approaches and evolving technologies like smart chatbots, emotional AI and natural language processing are enhancing the level of service that businesses can offer customers. They’re making self-service quicker and allowing enterprises to deliver more useful interactions.
For that reason, an effective Interactive Voice Response (IVR) must be at the top of your holiday wish list. An innovative IVR enables businesses to proactively identify callers, anticipate customers’ needs and issues, reduce completion times, and provide personalized recommendations. This approach is vital to tracking customer journeys, understanding user behavior, spotting trends in interactions, improving customer experience levels, increasing first contact resolution and lowering average handle times.
Empowering Customer Service Agents
As customers increasingly demand rapid service and issue resolution, they expect businesses to recognize their previous interactions and requirements. And failure to deliver exactly what customers want can be extremely damaging to a brand.
Conversational AI encourages improved agent performance by offering insight into who the customer is and why they’re calling, including their emotions and sentiments. AI engines can now listen to every call coming into a call center and feed real-time information to agents. These insights enable call center agents to show more empathy to customers and empower them to solve issues faster, enhancing both agent and customer retention.
The 12 Days of Customer Experience
To get ourselves, and hopefully you, into the festive spirit, we took one of the most popular holiday songs and gave it a customer experience (CX) twist. So, join us as we sing along to “The 12 Days of Customer Experience”:
On the first day of CX, my company received - a connected customer journey.
On the second day of CX, my company received - Conversational AI and a connected customer journey.
On the third day of CX, my company received - Perfect NPS, conversational AI and a connected customer journey.
On the fourth day of CX, my company received - Scaling revenue growth, perfect NPS, conversational AI and a connected customer journey.
On the fifth day of CX, my company received - Five-star customer service, scaling revenue growth, perfect NPS, conversational AI and a connected customer journey.
On the sixth day of CX my company received - No business silos, five-star customer service, scaling revenue growth, perfect NPS, conversational AI and a connected customer journey.
On the seventh day of CX my company received - Interactive voice response, no business silos, five-star customer service, scaling revenue growth, perfect NPS, conversational AI and a connected customer journey.
On the eighth day of CX my company received - Agents a-collaborating, interactive voice response, no business silos, five-star customer service, scaling revenue growth, perfect NPS, conversational AI and a connected customer journey.
On the ninth day of CX my company received - Natural language processing, agents a-collaborating, interactive voice response, no business silos, five-star customer service, scaling revenue growth, perfect NPS, conversational AI and a connected customer journey.
On the tenth day of CX my company received - Chatbots a-chatting, natural language processing, agents a-collaborating, interactive voice response, no business silos, five-star customer service, scaling revenue growth, perfect NPS, conversational AI and a connected customer journey.
On the eleventh day of CX my company received - Reduced average handle time, chatbots a-chatting, natural language processing, agents a-collaborating, interactive voice response, no business silos, five-star customer service, scaling revenue growth, perfect NPS, true operational efficiency and a connected customer journey.
On the twelfth day of CX my company received - Twitter automation, reduced average handle time, chatbots a-chatting, natural language processing, agents a-collaborating, interactive voice response, no business silos, five-star customer service, scaling revenue growth, perfect NPS, conversational AI and a connected customer journey.
Hopefully, our “12 Days of Customer Experience” will “strike a chord” with you and offer a reminder of what customers are looking for in their interactions with your business. It also covers the types of products and technologies you should include in your customer service offerings for the year—and years—ahead.
Deliver Customer Experience Excellence With Uniphore
Providing superior CX has never been more vital and challenging for businesses across all sectors. But evolving technologies, like AI and automation, enable organizations to transform their customer service operations and offer experiences that drive loyalty, satisfaction, and revenue.
To do this, businesses need to harness the power of conversational AI to understand and optimize every customer conversation. While automation technology and machine learning can automate the entire customer journey, helping agents deliver a more empathetic service and exceed customer demands.
At Uniphore, we understand that conversations are complex. So our AI solutions listen out for what your customer service agents might miss, with technology that can understand language and dialects, detect and analyze emotions, and predict intent in real-time.
Discover how Uniphore’s technology can have your customers singing The 12 Days of Customer Experience every day of 2023.