Webinar | AI powered Customer Service strategies in 2024
| March 25, 2024
Innovation, revolution – and a good amount of strategies – to bring today’s AI-Powered Customer Service to an all new level!
In today’s digitally-driven business landscape, unlocking innovation, leading revolutions, and implementing cutting-edge solutions are paramount for achieving superior customer service. Dive into the realm of advancements reshaping customer support, AI-driven strategies revolutionizing the way businesses interact with clientele, and discover the transformative power of AI in delivering unparalleled service experiences.
The topics:
- AI Customer Experience
Which communication channels adopt AI solutions, and what features are used the most?
- Omnichannel Contact Center
A quick view of why and how to adopt a 100% Cloud Contact Center.
- A collaboration to go beyond
Find out our integrations and communication channels, and how AI works with them.
- The future is Cloud
A vast array of reasons to use a Cloud Contact Center.
- WhatsApp for Business
The latest – and favorite – communication channel right at your disposal.
- Q&A
Take a chance to talk with our experts.
Improving Customer Experience
Today, Artificial Intelligence integration within Contact Centres has become a top priority for companies worldwide. Recent statistics show a significant percentage of businesses are either implementing AI or plan to do so in the next few years. However, the journey towards embracing AI solutions in Customer Service operations requires careful consideration. Both for business workers and customers interacting with it. Ignoring strategies, benefits and yes, concerns also, it’s impossible.
AI’s primary driving adoption reason in Contact Centre is the need to enhance Customer Experience. Optmising operational efficiency is another reason as well. Businesses are increasingly leveraging AI-powered automation to reduce response timings, improve Customer Relationships, and productivity as well. Achieving cost savings is another focal point. Live chat, webchat, SMS and WhatsApp alike already implement AI. Companies are, thus, able to provide round-the-clock assistance and cater for special needs requiring no human interaction. Agents and operators’ work, though, does not get diminished. Personalised support, be it with AI or human, is granted with the upmost quality.
Changes & Concerns
Despite numerus benefits brought by AI to Contact Centres, there are still challenges that need to be addressed. One key concern revolves – as our webinar chat suggested – in job displacement. A significant number of workers are worried AI might replace them, partially or totally, in their roles. To overcome the irrational fear and this resistance, businesses emphasis needs to address AI’s support role. A tool to augment human capabilities, rather than being a substitute. Providing proper training and education on the topic allows employees to understand the concept of process streamlining. Repetitive tasks are automated and simplified, allowing agents to better cater to customer needs and improve the given experience. Higher-value activities remain in human hands only, fostering Customer Loyalty and trust.
Integration of AI in existing systems and workflows is another crucial aspect business needs to consider. Seamless integration with Customer Relationship Management (CRM) platforms allows for centralised customer data management. Agents can easily access customer data, making efficient, informed decisions real-time. Moreover, choosing Omnichannel solution providers such as BeCloud, is essential for building trust and ensuring successful implementation of AI-driven Contact Centre strategies. Specific needs of every business are taken in charge and satisfied with less to no discomfort for customers and workers.
Make way to BeInContact
An Omnichannel approach to Contact Centre operations further enhances AI implementation effectiveness. Our 100% Cloud Call Centre Software, BeInContact, enables simultaneous interaction with multiple clients across multiple communication channels. Voice, Chat, Email, SMS, Social Media, Chatbot, Microsoft Teams and WhatsApp are just few of them. Business internal collaboration tools – such as Teams – are also included. Channels are managed on one single web interface, showing all information agents need. This way, losing interactions, or context within them, is avoided. By leveraging AI across all their channels, businesses can deliver consistent and personalised experiences to customers, while also empowering agents with valuable insights and tools to deliver exceptional service.
Additionally, BeInContact seamlessly integrates with market leading CRM. Salesforce, Oracle Service Cloud, Microsoft Dynamics, Zendesk, SAP, Vtiger, and ServiceNow, among others. CRM customs can be integrated as well through API.
The integration allows agents to access customers information paving the way to improved work performances.
Furthermore, AI enables businesses to engage customers through Conversational Marketing, Support and commerce. Real-time interactions, personalised recommendation and seamless transaction are thus improved and facilitated. Conversational AI-driven chatbot enhances Customer Engagement and satisfaction by providing instant assistance, guiding product enquiries and facilitating transactions. Flexibility to escalate to human agents, when necessary, is always guaranteed.
The future of Contact Centre
Addressing common questions and concerns regarding AI integration in Contact Centre is essential for a smooth transaction and to maximise its benefits. Addressing employees concerns, ensuring seamless integration, selecting the right AI solution provider and embracing an omnichannel approach. These are the activities a business needs to keep in mind to enhance Customer Experience.
AI integration in Contact Centre represents a significant opportunity for businesses to revolutionise Customer Service operations and stay ahead of customer expectations. Adopting a strategic approach, addressing stakeholder concerns and leveraging AI effectively. This is the way businesses must follow to unlock AI’s full potential and deliver exceptional customer experiences, driving sustainable growth in the digital era. BeInContact, its Omnichannel approach and features, including AI, helps businesses do just that.
But there’s more to learn and to discuss together…
Watch the video of the Webinar here!
J. Craven, M. Cereda
