One of the outcomes of COVID-19 was a surge in the volume of inbound and outbound service requests to call centers around the world, made more challenging by a labor shortage that has yet to be resolved.
At the same time, the definition of customer needs and service have been changing. Customers are now expecting a new kind of service experience, one that immediately answers their questions and solves their problems.
As a result, customers of all ages say they now prefer to complete their request with an AI chatbot, without ever having to speak with a live agent. This explains the rise in digital workforce solutions and why AI and intelligent automation are increasingly being adopted in contact centers to augment and scale the performance of human agents.
The Features Of The Digital Workforce
Digital workforce platforms can be built on a variety of solutions. Our version is built for Conversational AI upon two core apps, Intelligent Virtual Agent and Agent Assist. They both share components including AI chatbots and NLP and are powered by Google, Amazon Web Services, and IBM Watson.
Now that you know the core apps, let’s take a look at some of their features:
Provide self-service; can escalate to live agents as necessary
Can message live agents for approvals
Can take over calls sent from live agents
Assist agents during calls
Work across voice, SMS, chatbot, and mobile apps
Become persistent throughout the customer journey
Can pass context (key value pairs) in the SIP header between VCC and Studio
Helps agents focus on the customer by providing automatic transcriptions and call summaries
Provides automated real-time coaching
Real-time call transcription
Saves agents time on after-call work
VCC can pass context to the agent (in the form of screen pop)
Uses Five9 Workforce Automation to perform actions during a call
Benefits Of The Digital Workforce
Digital workforce platforms can streamline your call and contact center in many ways. here are some benefits at a glance:
IVAs automate tasks, reducing labor costs
NLP enables more tasks to be automated
Gives consumers the conversational experience they expect
Reduces frustration and effort
Seamlessly hands off calls from self-service to live agent and back as needed
Receive PCI-DSS payments and provide HIPAA-compliant health information
Greater Agent Productivity
Workforce automation can automate about 45% of an agent’s day-to-day administrative tasks (logging calls, sending customer follow-ups, preparing call summaries, etc.).
Coaches agents during calls, reducing AHT and increasing upsell.
Provides after-call analytics.
Five9 is Your AI and Automation Expert
We are ready to provide expert guidance and answers as you consider whether to augment your live agents with intelligent virtual agents. Our team can work with you on:
Which conversations, tasks and processes should be automated – and which should not.
Building and deploying your own IVAs using the Five9 Inference Studio code-free platform.
Onboarding your digital workforce and integrating it into your forecasting plans, skills queues, and workflows.
Customer journeys across virtual and live support channels and how to break down silos for a seamless, omnichannel experience.
Aligning your strategy with KPIs such as call deflection, average handle time, customer effort score, and CSAT, to set you up for quick ROI wins.
Implementing a plan that you can continue building on as new AI and automation capabilities become available.
Reducing the amount of time it takes to deploy NLP applications.
Ready to take your digital workforce to the next level?
Ellen DePodesta is a writer, editor, and content creator for Five9, working with the global marketing team to define and convey the Five9 voice and brand worldwide. Her goal is the creation of clear, consistent, impactful, and relatable communications, while empowering everyone in the Five9 ecosystem to become an expert content creator in their own right. Ellen has worked as a B2B marketer with public relations agencies and as a contractor in Detroit, Chicago, Cincinnati, and Los Angeles.