Some ways include bringing together sales, customer service, and technical support and delivering an enhanced omnichannel customer experience.
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While contact centers under siege from the Covid-19 pandemic are busy looking at ways to automate customer interactions, they may be missing a trick by not considering how they can bring their wider ecosystems together.
The need for increased self-service within contact centers has never been more obvious than in the last six months. Just as customers desperately wanted help, reassurance, or advice, organizations were struggling to keep their main lines of communication functioning. Lockdowns in multiple countries, staff sickness, and a lack of infrastructure, both internally and at a country level, created a level of difficulty never seen before by most organizations.
But while the most obvious solution going forward is to introduce some form of chatbot, this only solves an immediate pain point. It misses the larger opportunity of pulling together all touchpoints in the customer journey and building an ecosystem that delivers a superior customer experience and provides numerous operational benefits to the enterprise.
Conversational AI allows organizations to achieve this by providing a central interface surfaced over any channel that controls and orchestrates the myriad of back-end processes, integrations and chatbots required to deliver a response to your customer’s query.
To help explain the concept further, I’ve listed five key ways you can use conversational AI to revolutionize your contact center:
Simplify your customers’ lives by providing the same online experience regardless of which department they need with a master-bot.
Highly intelligent, the master-bot manages each customer journey through existing chatbots, back-end systems, knowledge bases, and other AI assets including third-party chatbots to deliver the correct response. This approach allows for business users in each department to maintain control over their specific domain while delivering a frictionless experience to the customer.
