AI-powered customer service has empowered CX professionals worldwide to navigate the rapid changes in consumer behavior. According to a recent Inference Solutions study, 71% of IT decisions makers agree that intelligent self-service automation has helped their organization remain agile during the global pandemic. Therefore, it is undeniable that artificial intelligence (AI) is rapidly shaping the future of customer service. The benefits of AI in the contact center are endless. Not only does it reduce contact center costs and greatly improve efficiencies, but it can enable your agents to not to lose sight of what’s really important in the contact center: customer care. Now more than ever, putting the customer first and treating them with care is necessary for all brands as we continue to navigate through these uncertain times. In a recent Five9 executive webinar, Jonathan Rosenberg, CTO of Five9, shared two AI technologies that are revolutionizing how agents can deliver better customer care:
Intelligent Virtual Assistants (IVA) leverage the latest AI-based technology to deliver quick answers to common questions and solve customer problems faster without using a live agent. By resolving frequently asked questions with an AI powered self-service solution, your agents can now allow them to focus on high-value customer interactions, which require empathy and care (Learn more here).
Agent Assist provides your contact center with a practical application of AI that immediately improves agent performance and helps you reduce costs. It automatically transcribes information between agents and customers in real-time, providing agents with a “second pair of ears.” These transcriptions free up the agent from laborious note taking and helps the agent understand what the customer has said, without asking them to repeat it. Additionally, Agent Assist summarizes the call based on the transcript and automatically adds it to the CRM, reducing the time an agent has to spend on after call work (Learn more here).
Nicole Friedrich is a Marketing Specialist on the Demand Generation & Campaigns team at Five9. Prior to joining Five9, Nicole worked for various private companies and government agencies. Nicole graduated from Chapman University with a Master's in International Business Administration in 2017.
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