Why Call Centers Need Conversational AI and Chatbots
There are endless opportunities to grow a business no matter what industry it is in, and streamlining automation is one place to start. Conversational AI has the ability to dramatically streamline automation, starting with chatbots. Let’s take a look at how AI and chatbots are needed to accelerate that
Improved Customer And Live Agent Satisfaction
Intelligent virtual agents are a great way to take care of simple tasks like verifying an account number or providing an account balance. By automating routine inquiries, live agents have more time to respond to more complex scenarios that require a thought process and a human touch that includes relating to what a customer is going through. It leads to less burnout and turnover rate for live agents and a higher satisfaction for customers.
Five9 has worked with multiple customers in multiple industries ranging from midsize to enterprise that have added chatbots that use IVAs. One large retailer saw its online customer reviews reflect higher satisfaction in part to this improved process.
Increased Productivity
Since chatbots have already collected and analyzed initial information on a call, they can offer live agents additional tips and guidance through the use of conversational AI and knowledge articles during their conversation with customers.
Additionally, larger knowledge bases can be applied for more detailed queries. Five9 facilitates the chatbot, the live agent and the customer working together to resolve questions and achieve the desired results a lot sooner than what would have been otherwise.
Save Time And Money
Chatbots require less time and money for this part of a call center’s operation, which can then be reinvested into other parts of a call center and overall business.
For example, one of the world’s most recognized retailers is using IVAs to handle the customer returns process by verifying the order details (order date, product number, cost) at the outset of the call and determining if the customer would like to exchange or return the item. This prequalifies the return and makes efficient use of time and energy before the need for a live agent. If the customer does wish to speak with a live agent, the IVA shares the call information with the live agent so the customer doesn’t need to restate their order details.
Learn more about how conversational AI can integrate with your business.
Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience
CRM 
Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
