| | Mar - 201991. Optimal Service Enhanced by Big Data TechnologyEnsuring your customers are satisfied with the level of service is a top priority. Incorporating Artificial Intelligence to better understand and serve your customers is important as it helps to:· Increase one-call resolutions· Minimize holds, transfers and repeat contacts· Reduce overall call time· Automate real-time quality control monitoring2. Smart Calling, Emotional Monitoring and Business Insight DetectionUsing Artificial Intelligence to record every call and interaction offers the necessary customer insight to improve key service areas. AI also provides us the tools to adapt and monitor calls, so agents can proactively help your customers by using:· Emotional detection and monitoring· Optimized situation handling to avoid hot points· Real-time call modification to better address need and improve service3. Consistent Brand MessageA considerable amount of time and work goes into developing your brand and it is a key factor in maintaining a connection with your customers. That is why it is imperative to protect and cultivate your brand image. AI technology helps ensure that your company is represented in the best possible light through:· Monitoring tone, voice and brand language on 100 percent of interactions· Automated dual-screen brand cues, including brand content and offers· On-point, consistent omnichannel representation· Branded follow up and automated remarketing4. Key Customer Insights to Help Grow Your BusinessUnderstanding what customers love about your business and what keeps them loyal is important. With AI, it is possible to adapt processes and gain insights that help increase growth and optimize service improvements by:· Automatically categorizing every call· Learning and recording customer preferences· Identifying opportunities and keywords directly from the customer· Capturing lead generation and revenue growth opportunities5. Ongoing, Effective Agent Growth & Development PlansHelping call center agents develop their skills is crucial to achieve success and helps them better serve your customer's needs. Incorporating AI technology to identify behaviors of top-performing agents and use them as teaching moments for their peers is critical to improving overall performance. This delivers:· Real-time agent coaching and feedback· Data-based performance assessments and incentive plans· Detection of positive agent interaction patterns and situation handling to improve customer experienceUsing AI to make improvements in these areas of any company's service strategy can help improve customer satisfaction, increase retention and promote sales growth. That makes the real question not `will you incorporate AI into your model, but WHEN'? 35 percent of executives stated that they will use AI to make better business decisions. -Deloitte, 2017By 2035, AI could double economic growth rates in 20 countries and boost labor productivity by up to 40 percent-ForbesBlythe Lawton
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