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.
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.
About The Author
Reneir Cruise, a graduate of California State University, Fullerton’s Communication program, has been a digital marketer and content creator since 2012. He has worked with a variety of clients including Toyota, J.D. Power, and Hyatt and currently manages SEO for Five9, which is based out of San Ramon, California.