Posts

Using Artificial Intelligence to Build Better Relationships with Customers

By Chris Ezekiel, Founder & CEO

The buzz and hype around all things artificial intelligence (AI) is pretty amazing as I’m sure you’ll all agree. It’s important for organisations to go beyond that buzz and really understand how AI can help them reach their business goals. CRMXchange’s recent Tech Tank roundtable webinar, Artificial Intelligence in the Contact Center, dug into this topic with industry research and live demonstrations. I was pleased to be able to join the expert panel and share insights into this topic.

During my presentation I shared how chatbots, people and AI are being used across organisations to create a seamless customer experience. The contact centre needs to be at the heart of these digital transformation projects. We’re in a world where knowledge management and how we learn from the way people interact with that knowledge is absolutely key. It’s a world where humans and machines work together, creating a hybrid of human curation and machine learning to support customers. This approach is being seen as best practice by industry analysts and consultants.

For some time now, we’ve been learning about how customer experience is a key differentiator in the marketplace. Recent research shows that the customer experience is still growing in importance for consumers when it comes to making their purchasing decisions. Industry experts are predicting a significant increase over the next two years in customer service and support operations integrating virtual agents and chatbots across engagement channels to help improve their customer experience.

With this in mind, where should your contact centre focus? During the webinar, I summarised three key areas:

  • Centralising knowledge managementKnowledge management is very important, and you need to ensure this integrates from a workflow perspective with all of the ways your organisation learns and delivers information. This creates enormous benefits in terms of efficiency, accuracy and consistency. Knowledge is always up-to-date with this approach and becomes a single point of truth.
  • Integrating chatbots and live agents – This creates a seamless customer experience, with humans and machines working in harmony. I showed this in action during my live demos.
  • Combining AI and human input – We’ve all seen the potential disaster if AI is left on its own to provide customer service. An infamous case is Microsoft’s chatbot that became sexist and racist as it learned from the way people were interacting with it. It’s important that the system you implement enables human moderation of the machine learning component.

What does all this mean for your contact centre? It allows agents to really concentrate on the more complex issues and move their focus from trying to retain knowledge to building better relationships with your customers. Your contact centre benefits from lower costs, reduced staff turnover and more engaged, skilled and happier agents.

If you weren’t able to attend the live webcast, I encourage to watch the Tech Tank recording on-demand to see my live demos of chatbots and live chat. The Creative Virtual team would also love to give you a personalised demo to show how this technology can help your organisation improve your contact centre performance and customer experience.

My thanks to Sheri Greenhaus and CRMXchange for hosting the webinar and to the other expert presenters from NICE Nexidia and CallMiner.

Live Demonstrations of Artificial Intelligence in the Contact Centre

By Mandy Reed, Marketing Manager (Global)

No longer a thing of fantasy or science fiction, artificial intelligence (AI) is finding a place in our homes, schools and businesses, helping to automate tasks and make our lives easier. For organisations striving to improve their customer experience (CX), implementing AI has become vital. The contact centre must play a key role in digital transformation initiatives around AI, automation and customer self-service in order to avoid creating silos that will damage CX.

On Thursday, 14 June 2018, Chris Ezekiel, Founder & CEO of Creative Virtual, will join the expert panel of speakers for CRMXchange’s Tech Tank Roundtable Artificial Intelligence in the Contact Center. The live webcast, scheduled to begin at 7:00 pm UK time/ 2:00 pm ET/ 11:00 am PT, will feature insights on how to use machine learning and natural language solutions to make an immediate and positive impact in the contact centre.

Chris will give an inside look at how Creative Virtual’s intelligent solutions help contact centres build better relationships with customers through centralising knowledge management, integrating chatbots and live agents, and combining AI and human input. He’ll explore recent statistics, discuss industry predictions, and share live demonstrations of current implementations. Chris will also provide some practical tips for implementing natural language virtual agents and chatbots to enable seamless customer engagement and help your contact centre improve through lower costs, reduced staff turnover, and more engaged, skilled and happier agents.

Register for the Tech Tank now to learn more and see live demonstrations from Chris and other industry experts from CallMiner and NICE Nexidia. Not able to make the live webcast? Don’t worry! A recording of the Roundtable will be sent to all registrants after the event.

Evolving Customer Expectations and the Contact Centre

By Chris Ezekiel, Founder & CEO

I’ve said it before, and I’ll say it again – the contact centre in its current form is finished. The traditional model for call centres and contact centres is no longer providing the service experience that customers want. This was one of the key themes of CRMXchange’s recent Tech Tank Roundtable, Customer Delight: Live Demonstrations of Breakthrough Innovations. I had the pleasure of joining other industry experts from Aspect and inContact to share new customer experience solutions that are impacting the contact centre.

So, what do today’s customers want? First, they want organisations to offer support on digital channels. The survey results shared in Microsoft’s 2016 State of Global Customer Service Report show that 55% of global respondents say their customer service interactions typically begin online rather than on the phone or in person. That survey also found that 72% of the consumers surveyed expect agents to know their contact information, product information and service history. That highlights the fact that customers also are coming to expect personalised and seamless engagement from brands.

While customer expectations have been evolving, so has the customer service marketplace. During the webinar, I talked about the live chat vs. virtual agents debate that polarised the marketplace for many years. That view is now changing as it becomes clear that a combination of these solutions can help organisations meet customer service expectations. Even though customers are increasingly starting their support journeys online and leveraging self-service options like virtual agents and chatbots, the need for live agents won’t disappear. The key to providing personalised and seamless support for customers lies in the right combination of virtual and real support.

At Creative Virtual, we are delivering a combination of virtual agents and live chat that is defining industry best practice through a single knowledgebase for both virtual and real agents and a unique feedback loop. Our newest video explains how this works:

My thanks to Sheri Greenhaus and CRMXchange for hosting another great Tech Tank webcast – my third one! – and to all of you who joined us for the live event. If you missed it, you can request a copy of the recording here. You can also view my presentation slides here and then request your own live demo to learn more.