Conversational Analytics / 18.02.2020

How Conversational Service Automation Can Benefit Contact Centers

Conversational Service Automation is an emerging category of solutions that leverages the power of AI to help enterprises deliver transformational customer service experiences. It achieves that through an intelligent combination, in real-time, of various overlapping categories – conversational analytics, data analytics, voice bots, IVR systems, security, Robotic Process Automation (RPA) and customer feedback history – to drive both automated human to machine conversations, as well as personalized conversations between customers and contact center agents.

Conversational Service Automation gives customer service agents improved quality of conversation, automating agent tasks, automatic disposition capture and after-call work. The live-agent coaching solves for gaps in conversations that weren’t happening because of disconnected systems, archaic user interfaces, and use of multiple technologies or applications.

Conversational Service Automation Can Make a Difference

Minimizing Human-Related Errors

Humans are prone to errors. When we are multitasking and have tighter deadlines to meet, the probability of making an error does rise. Automation can help to get rid of this problem to a great extent. In the Front Office, automation can successfully help collect the required customer information, update details collected from customers, fetch the right information that the agent is seeking and a whole host of such things thus helping resolve the customer queries/problems with minimal human errors.

Lowering Operational Costs

Automation is one of the best ways to reduce the overhead and operational costs in a Contact Center. The same thing that a human can do, can be done in a better way by AI-powered automation at a fraction of the cost. This way the agent can focus on what they do best, solving the customer’s problem.  When automation can help attain first-call resolution it indirectly reduces the operational costs because the agents don’t have to spend their time on resolving the same customer issue second time around. But his does not mean that AI will make humans jobless. In fact, it is the opposite – new jobs will be created thanks to new avenues and opportunities being created. According to the World Economic Forum, automation will displace 75 million jobs but generate 133 million new ones worldwide by 2022. And as per Gartner’s research, AI-related job creation will reach two million net-new jobs in 2025. So, there is no threat to human jobs, at least in the foreseeable future.

Slashing Agent Training Time

On average, turnover in the contact center industry is say XX%, which means that training new agents is very important. Automation can even take the job of training an agent. Instead of going through a lengthy and costly training process, the agents can hit the floor with minimum initial training. The automation tool can ensure that the agent can learn while on the job, it will highlight the errors or room for improvement to the agents in real-time while on the call thus greatly reducing the time to train an agent. He or she doesn’t have to specifically learn how to access a certain detail, extract the right information and so on because all of that is any way automated. All this helps the agents to practically hit the ground running, reducing precious resources for the contact center.

Improving Customer Satisfaction

CSAT is one of the cornerstones of today’s contact centers. A lot goes into ensuring a customer is 100% satisfied with the solution that you provide. Again, automation plays a big part in achieving this goal. Automation helps to create an integrated knowledge bank, guided workflows for the agents so he/she always has precise and detailed data on a single screen. This goes a long way in accurately resolving a customer query and helping the agent to stay focused on the call, no matter what. Automation can also point out the customer sentiment in real-time and based on the customer sentiments, automation can help agents cross-sell, and upsell too.   

 

Uniphore Conversational Service Automation Suite

Uniphore’s Conversational Service Automation is all about automating the front office. Today many Robotic Process Automation solutions are used for back-office automation. But most of the contact center infrastructure solutions that are provided by major vendors do not have a proper front office automation solution. This is where a unique solution for the front office is needed and Uniphore’s Conversational Service Automation platform can help to do just that. It is an integrated front office automation suite that automates your contact center.

Check this blog to learn more about how you can achieve Front Office automation with Conversational Service Automation!