To deliver optimal customer experiences, agents need reliable support—proper coaching, training, communication, etc. Call centers generate enormous amounts of data that humans are unable to gather, analyze, and translate into real-time insights. By leveraging an intelligent assistant, call centers can turn these millions of data points into instantaneous actions. This better prepares and supports agents, helping managers create smarter staffing decisions while improving customer experiences, all leading to significant cost savings without sacrificing service.
Think about how technology assists people who need a ride via Uber vs. hailing a taxi. Uber is still very much human-driven and, augmented with technology, creates better experiences for customers and employees. Adding intelligence to the call center is similar. Technology optimizes the process of matching demand (incoming calls) to supply (agents), which is revolutionizing customer service.
For those who still believe people are best left behind in the next wave of customer service, ask yourself this: Was your last experience with a chatbot wildly successful? Even more, how happy are your customers based on the service your brand provides? The capability for chatbots to fully replace humans does not exist, and it’s unlikely to happen. Instead, customer service leaders should leverage innovation and technology to enable agents to excel in their roles of providing exceptional customer experiences. People will remain at the heart of customer service interactions because a heart is often what is needed, in combination with intelligence, to solve problems and deliver the best brand experiences possible.
Intradiem provides Intelligent Automation solutions that help customer service teams boost productivity, enhance employee engagement, and improve the end-customer experience. Patented AI-powered technology processes the massive quantity of data generated by contact centers and back offices and takes immediate action to support both in-center and remote teams. Customers can count on a guaranteed return on their investment, with a 2X payback typical in the first year and 3-5X in subsequent years. Each year Intradiem powers more than one billion automated actions and helps customers save more than $135 million.