By Raghu Ravinutala, CEO & Co-founder, yellow.ai
Covid-19 has transformed customer experience in far more ways than one could have ever imagined. In the last few months, businesses have prioritized upgrades to their customer engagement strategy to keep up with this change. While contact centres continue to be a critical part of this strategy, all-time highs in customer expectations are outrunning the traditional contact center model. As a result, businesses have shifted their focus on making their contact centres smarter.
According to Gartner, AI innovations will drive contact center agent automation, resulting in an 8% agent workload reduction by 2024, up from a 1% agent workload reduction in 2020. There is no doubt that 2022 will see more investment by businesses towards contact centre automation. What will set them apart is their capability to tick all the boxes required for a successful automation strategy.
So, what is the winning strategy that will enable businesses to unlock greater value through contact centre automation?
#1: Deploy advanced Virtual Assistants to drive up CSAT scores
An effective contact centre automation strategy should deploy advanced Virtual Customer Assistants (VCAs), instead of just basic bots, to address incoming queries that would otherwise have been routed to a live agent. Advanced virtual assistants bring so much more to the table when it comes to delivering higher Customer Satisfaction (CSAT) and Self-Serve (Cost Savings).
Advanced VCAs are powered by associated functionalities such as CUI, NLP, semantic and deep learning techniques. They enable contact centre teams to take a highly personalised approach to engage with each customer across channels.
For instance, Yellow.ai’s VCAs can be fine-tuned to regional requirements to ensure the most human-like conversational experience. With our VCAs multilingual support, businesses need not restrict themselves to the languages spoken by their contact center agents and ,instead, interact with their customers in the language of their choice.
#2: Streamline multi-channel engagements onto a unified interface
Multichannel engagement has become an essential element of customer experience. An effective contact centre automation strategy should target at streamlining customer interactions from different communications channels – voice, email, social-media, website, and app into a single contextual conversation. This would help the contact centre with a comprehensive view of information, deliver quicker query resolutions and increase productivity.
At Yellow.ai, we’ve launched the ‘INBOX’ – a unified omnichannel customer support helpdesk that enables agents to manage customer queries across 35+ conversational channels from a single dashboard in any language, offering complete customer history with superior context, reducing query resolution time.
#3: Integrate an advanced data analytics fabric
Data analytics has become a holy grail for business growth and CX analytics is one of its most integral aspects. According to Gartner, by 2027, 45% of agent-assisted interactions will use real-time analytics to improve business and customer outcomes
A contact centre equipped with data analytics can leverage engagement data points from across the customer journey to incorporate proactive customer resolutions. The insights can help identify top customer questions, pain points, intent, sentiment and interests enabling improved efficiencies and customer service improvements.
#4: Choose Low Code automation solutions over legacy automation solutions
One of the biggest challenges in automating contact centres is technology integration. Legacy automation solutions are less agile and time-consuming when it comes to integrating them across functions. Additionally, customers end up getting lost in the complex IVR trees and static automated responses, eventually looking for any option to talk to a human agent.
Low Code automation platforms, on the other hand, are highly successful in delivering robust integration for automation of contact centres. It does not matter whether you want to integrate a voice bot or a chatbot, low code platforms will bring in the agility that will enable businesses to test, make changes and deploy automation solutions in record time. This makes Low Code platforms the best bet for seamless automation of contact centres.
#5: Leverage the collaborative intelligence of human and AI
While automation is essential to optimise contact centre operations, it is equally important not to replace the human from the process. A sound automation strategy must define when to deploy AI powered VCAs and when to involve a live agent. In essence, it is utilising the best of both worlds where AI becomes a catalyst augmenting human productivity. For instance, Yellow.ai VCAs seamlessly escalate the query to a human agent wherever necessary, leading to appropriate resolutions and happier customers. This constant improvement leads to more deflections with appropriate responses while still keeping the human in the loop.
As AI and automation tools become more capable, adoption across industries will increase as well. The first step towards ensuring that contact centres don’t miss out on this wave of digital transformation is the effective implementation of automation strategies into the contact center environments.