MAY 20248 IN MY V EWAPRIL 20248 BY ARISA CHANG, HEAD OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT DEPARTMENT, KKDAYWhat is a Call Center/Contact Center?From limited phone hubs to multi-channel powerhouses, "Call Center" has transformed to "Contact Center" . This shift is crucial, considering over 75% of customers abandon brands due to poor service. As the frontline of business, contact centers now hold the key to build relationship and craft positive experiences that keeps customers loyal.Over the past two decades, contact centers have undergone a dramatic transformation, driven by technological advancements. They now operate 24/7, offering a diverse range of communication channels beyond just phone calls. Customers can now reach them anytime through email, websites, and mobile applications.However, rising labor costs represent the biggest expense for contact centers. Finding and retain staffs are even harder than before pandemic as delivery service rised. Customers also expect quick responses, which requires more contact center staffs. Reducing each service interaction by just 10 seconds can save a business millions of dollars annually.AI bring contact center's revolution. It boosts efficiency, cuts costs, and eases agent stress. The pandemic is the catalyst pushing companies to implement solutions quickly. By 2021, more than half of contact centers had already developed AI strategy.AI in Call ServiceContact center is a innovation thrives environment for a long time. 20 years ago, the most basic interactive voice response (IVR) could classify basic call types and provide general inquiries to customers through voice announcements. For example, credit card businesses used auto voice option to separate customers who called for bill amount only which diverted some incoming calls, and allowing contact center to handle more calls with resolution rate improve.Another way is to route certain types of inquiries to specific agents. It helps improving the efficiency of call services and ensure that customers are able to get the needed help quickly and easily.Conversational AI and Intelligent Virtual Assistant (IVAs)are a significant step up from IVR technology. However, IVR has its limitations, such as the need for customers to interact through key presses or specific voice commands which needs pre-defined voice response matrices. The latest AI overcomes the limitation. Customers can use voice or chatbots to ask questions or describe problems directly to the system in daily words. When the system cannot resolve the issue, it can seamlessly escalate the issue to a live agent.AI can do more than just serve customers directly but also track customer emotions on the call by analyzing tone and speech patterns.This information can notify customer service supervisors, who can intervene appropriately to avoid escalating customer complaints. AI in live Chat ServiceLive chat experiences also significantly improved via leveraging the same AI which enhance contact center services. These intelligent tools empower chatbots to provide responsive customer support, answer inquiries effortlessly, and gather valuable information.Beyond functionality, businesses also personalize the interaction by crafting unique names and backstories for their chatbots. This fosters a more personal connection with customers, allowing for humor and wit in the chatbot's responses. This combination of personalization and engaging interaction not only makes the experience enjoyable but also reinforces the business's unique brand personality. AI in Email ServiceUnderstanding customer issues in lengthy email threads is a challenge for agents. The back-and-forth nature of HOW AI IS REVOLUTIONIZING CUSTOMER SERVICE ?
< Page 7 | Page 9 >