Customer Service: How do I provide excellent customer service?  

Customers have got used to 1- click orders, fast delivery and and instant access to customer service. Dialing through an IVR or talking to a bad trained robo voice is not a good experience for any customer. Furthermore, you might not actually know WHY your customer is calling, if there is any turn in the conversation, if the customer sentiment is positive or negative. So it basically prevents you from knowing your customers and their state of mind. Call Center Agents should be able to focus on complex calls that need a human in the loop and have the right information at the right time. Does you Call Center Agents manually look for information? Or does the systems recognize the customers intent and helps to provide information proactively to your agents like the customers contracts, AVB or Next Best Offer?

Contact Center AI is a great solution that integrated seamlessly in your Contact Centers providers software (e.g. Genesys, Avaya …) and has three major benefits:

Virtual Agent
Create advanced near human Virtual Voice Agents and Chatbots in minutes that seamlessly switch between topics, handle supplemental questions, and operate across multiple channels 24/7 to minimize live agent interventions.

Insights
Uses natural language processing to identify call drivers and sentiment that helps contact center managers learn about customer interactions to improve call outcomes.

Active Assist
Empowers human agents with continuous support during their calls and chats by identifying intent and providing real-time, step-by-step assistance.

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