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Conversational AI and the Contact Centre: The perfect customer service pair

By Khushal Hirani, Customer Success Manager

You can’t celebrate Customer Service Week without talking about the contact centre. Onboarding agents in a contact centre can be very time consuming and expensive. From the recruitment process, to training, up until they are on the floor taking calls, it takes a very long time until new agents are self-sufficient.

The job of a fully trained contact centre agent can also be extremely stressful. They must remember how to use several tools and different areas to access certain knowledge. They often must memorise certain scripts and be able to explain detailed processes. This puts a lot of pressure on agents and can result in a poor customer experience, unnecessarily long call times, and low customer satisfaction scores.

For example, contact centre agents tend to keep notepads or workbooks with their own notes at their desks to ensure they remember the processes. This means communication of processes from one agent could be completely different when speaking to clients than from another agent.

Too often contact centre agents are also dealing with many tools and applications to do their job. This means that before they can even start working with customers, they face extensive training to learn them all. Then after completing their training, this makes it hard for contact centre agents to switch between screens while answering customer questions. This increases the time on the call for customers and creates a very disjointed experience.

Fortunately for contact centre agents and customers, conversational AI tools can help eliminate some of these issues and stresses. Here are some benefits of using conversational AI in your contact centre:

  • Training time is reduced – When contact centre agents are onboarded, the training time is reduced as the agents don’t need to learn complicated tools or multiple applications. This means less time to get agents to the floor and more of a focus on training agents on the human side of providing empathetic customer service.
  • Single source of truth – Knowledge and processes are in a single location where everything is accessible to all contact centre agents, giving everyone the same level of knowledge regardless of their experience level. Conversational AI tools like virtual agents can also be set up to provide support through public-facing solutions from the same knowledgebase with answers customised for both agents and self-serving customers.
  • New knowledge identified with agent feedback – Every contact centre agent can identify any knowledge gaps as well as contribute towards creating new processes or updating content with a built-in feedback loop. This keeps the customer experience accurate and consistent by ensuring the most up-to-date information is going out to all the end-users through multiple channels.
  • Integration with back-end systems – Integrations into different applications make it easier for the agents to use conversational AI because they have one tool that lets them find what they need. A customised agent dashboard can bring everything together in one place, including real-time alerts and step-by-step process flows.
  • Reports and metrics tracking – Reporting that is accurate and easy to understand gives important insights into what conversations the agents are having with customers and what knowledge gaps have been identified. This helps you track important metrics and see opportunities to further improve your support experience.

Contact centres are a big investment for companies and important for customer support. When used in the contact centre, conversational AI gives agents easy access to all the knowledge and processes they need to provide a better customer service experience. It makes their jobs easier and lets them focus on the human side of serving customers. Conversational AI and contact centre agents become the perfect customer service pair.

Empowering Call Centre Agents: “If you don’t know, ask Mo!”

By Rachel Freeman, Head of Operations

“If you don’t know, ask Mo.” This is the slogan I heard repeated by at least one of the very able Motability Operations trainers as they were training a new group of recruits during my recent site visit.

This is not a throw away comment! Ask Mo – the Motability Operations self-help tool used by 200 of their advisor/call agents – is the essential tool for a new recruit as notetaking in training is not encouraged and manuals are no longer distributed. The focus is about “empowerment” to know where to access the knowledge as opposed to making sure that all the knowledge is recalled. Recounting the vast amount of information advisors need to assist callers can take months of training, but that is reduced drastically when the knowledge is held within a tool like Mo.

The objective for advisors is to get them to understand the Motability Operations ethos, how to work with people and provide smooth and caring customer service. That type of training is best done in workshops and amongst people, which is exactly what happens with each new group of recruits. Ask Mo is the virtual agent used to get the trainees up to speed on all other aspects of training, and is pitched as the “go to tool” for queries and processes to enable the advisor to best help the customer on the other end of the phone.

Having collaborated with Creative Virtual since 2007 on Ask Mo, Motability Operations have assessed how the user interfaces will best suit their advisors and have made various amendments to the template based on advisor needs. Recently there has been an added “toolkit” area on the template for advisors to click on and get more information about protocol and handy tips for how to work with various types of calls. The toolkit is an easily accessible area on the template that can be used when an advisor has some downtime and is not taking calls.

Having spent some time in a training room with 10 fresh advisors, I was impressed how the use of Mo was so much engrained as part of the exercises. As they filed out of the room to assess wear and tear on a car, I looked at what they had left behind in the room: 10 monitors with the Ask Mo template showing before the screen savers kicked in. It was clear – if they didn’t know, Ask Mo was indeed ready to assist in the further empowerment of providing an answer.

It is this approach to knowledge management that won Motability Operations a 2015 Customer Contact Innovation Award and consistently has them receiving top-ranking customer and employee satisfaction scores. It was inspiring to experience first-hand the positive impact Ask Mo is having in onboarding new advisors as well as enabling all advisors, new and old, to always have access to the most up-to-date information.

Be sure to check out Motability Operations’ award-winning case study, Ask Mo: how knowledge gives confidence with customers, to learn more about how they have successfully integrated their virtual agent into their company culture.