Customer experience (CX) agents are in a tough spot. To keep KPIs on track they need to be able to quickly resolve customer issues, but often they don’t have the training or information they need to be successful. While ticket volumes are unlikely to go down, new advancements in AI can help both an agent user and manager improve CX.
Customers expect more than ever out of their interactions with businesses and good CX can make or break your bottom line. Agents are critical to CX success. In fact, 83% of customers expect to solve complex problems by speaking to one person. That’s a lot of pressure on agents.
With these high expectations of agents, businesses of all stripes need to consider how they can leverage AI and automation to strengthen agent user and manager performance. So how can this new tech help? Let’s dive into a few common use cases.
Knowledge Bases Improve Information Access and Accuracy
Agents’ responses can only be as good as the information they can access. This is why it’s critical that agent users and managers use a shared, AI-powered knowledge base.
Knowledge bases collect all of your organization’s knowledge and intelligently store it, so that agents can easily pull up answers during interactions.
Unlike the past when knowledge bases had to be manually updated, AI-powered knowledge bases are easily self-managed.
For example, with Capacity’s knowledge base, whenever multiple answers to a single question are found in the knowledge base, we provide alerts to managers to verify which answer is correct.
Also, with the assistance of machine learning, your team will know for certain whether a particular answer is accurate or unhelpful.
Smart tools like this ensure that any agent user and manager is consistently delivering the right information in every customer interaction.
Empower Managers to Coach Agents
When tickets are flying it is understandable that agent users and managers alike are more focused on the task at hand than training. Sadly, the reality is that leading brands can’t risk poor agent/customer interactions.
Thanks to AI, today, agents can be continually trained. With AI solutions agents can get real-time feedback on outstanding calls. Conversely, managers can be alerted about interactions where more coaching may be required.
AI-powered continuous coaching molds agents into engaged, proficient CX champions.
Get to the Root of Customer Sentiment
The crux of agent/customer interactions is empathy, and that means agents need to understand a customer’s sentiment.
Today’s AI-powered voice tools offer sentiment analysis, which means agents can make adjustments based on a customer’s emotional state. With AI, agent users and managers can analyze of voice tone, choice of words and text patterns – all of which help them deliver suitable responses. When the right responses are provided, customers have a better experience and agents get to a resolution quicker.
Beyond real-time adjustments, sentiment analysis provides valuable insights into overall customer sentiment trends and pain points. This data-driven understanding helps managers identify recurring issues, assess the effectiveness of various strategies, and make informed decisions to enhance the customer experience.
AI and Automation Improve CX
AI and automation can solve many of common CX challenges, ensuring every agent user and manager is freed up to do their best work. Whether it’s improving the information agents can access or ensuring customers feel heard, AI is a critical tool for improving every interaction.Â
If you’re ready to learn how Capacity can help improve your Contact Center, check out our guide: The Future of AI for Contact Centers.
The Future of AI for Contact Centers
Discover:
- The different types of AI
- A framework for applying support automation
- Tips for choosing solutions