Research

Artificial Intelligence: Ready for Primetime in the Contact Center

Artificial Intelligence: Ready for Primetime in the Contact Center

IT and business leaders rate Artificial Intelligence () as the No. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools.

SwissCognitiveIT and business leaders rate Artificial Intelligence () as the No. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In fact, those transformations already have begun.

In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on to transform their customer experience. Companies that use any form of have seen incredible success metrics, including the following: 95% increase in new customers

80% increase in transactions handled by self-service apps

45% improvement in customer ratings

39% growth in digital sales

25% reduction in agent turnover

Hype Isn’t All Hype

Still, I frequently hear customers say: “ is all hype,” to which I respond with documented ways companies are using today and finding huge success. It’s true, however, that there is some hype around . But that is driven by those who understand its promise and quickly articulate yet-to-be proven scenarios where it would help automate functions or improve processes.

The important thing is to begin planning for , if you haven’t already. Start simply with basic functions. Once those are working well, you can use to handle more complex customer inquiries or agent assist functions. But don’t make the mistake that many have, thinking “ replicates human logic, therefore replaces the need for humans.”

That’s a dangerous assumption.

You still will need people to analyze, adjust, and act upon the data sets.

Today, 44.6% of organizations are using or planning to use for customer interactions or analytics. They’re using for the following functions:

  • Natural Language Processing () – Understanding speaking or writing languages and being able to interpret those into meaningful statistics or actionable recommendations
  • Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones.
  • Predictive analysis – Algorithms that predict customer behavior based on a variety of pre-programmed or learned factors, such as past behavior, regional trends, and behavior of other customers with similar demographics.
  • Customer sentiment analysis – Algorithms designed to detect human emotion, and make decisions based on it. […]

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