Why Businesses are Embracing AI Assistants in the Contact Centre

As we inch out of lockdown, organisations in every sector are faced with the challenge of predicting what the workplace of the future will look like. How soon can staff return to offices and will they all want to? Will consumer habits developed during the pandemic – notably, an increased reliance on digital channels – endure?

For those responsible for the customer experience, this creates a dilemma around resourcing, and getting the optimal level of staff for unpredictable levels of demand. One option is to build a more flexible workforce – but this incurs higher costs. In our view, an increasingly viable alternative is to use virtual agents, powered by artificial intelligence to work with and complement your staff.   

In a live webinar, join Conn3ct and Five9 to learn how AI leads to:  

• Reduced costs – straightforward interactions are fulfilled via low-cost channels. 

• Improved service and higher customer satisfaction – there’s no waiting for AI-supported self-service, while contact centre advisors are freed up to manage complex interactions 

• Better 24x7 coverage – virtual agents provide a low-cost and reliable workforce for the shifts humans don’t want 

• Simplified compliance – sensitive customer data can be collected by the virtual agents

• Increased flexibility – at peak times, your virtual workforce scales up effortlessly