Businesses have always honed their competitive edge by differentiating their products and services. However, in today’s marketplace, consumers are driving a change by demanding more: a rich customer experience (CX) that results in lasting loyalty with that business.
Customer interactions now go beyond stand-alone activities, and businesses are responding with a more consistent, comprehensive experience.
In this digital transformation, artificial intelligence (AI) is restructuring the modern business model. With the advancement of AI and machine learning, call center technology is producing hubs of intuitive customer service. You will find many technological advancements related to AI for call centers, but let’s take a look at three key trends that will shape the call center environment in 2019 and beyond.
Video Communications
It may seem counter-intuitive to think about videos for a call center; however, this trend will continue to expand. Video chats and videos for self-service troubleshooting is becoming a highly effective way for agents to assist customers.
Customers increasingly want to find answers quickly and on their own, through remote IT support. If they can find an answer without opening a ticket they will feel better about their own abilities to address problems without any lingering ill feelings towards your business.
Why are videos so effective? The 3M company, which makes post-it notes, reports that the human brain processes video 60,000 times more quickly than letters. When you use video on your support pages, you not only deliver answers to problems, you cement your relationship with your customer.
Another reason that videos are trending in call centers and self-service channels is the innovative call center technology of video chat. It is a personal way to connect with the customer. Your customers see your company and culture, as well as how to exactly how to operate your product, where things are, and how they benefit from it.
Two-Way Social Media Conversations
You must have an influential social media presence today to keep your competitive edge sharp. Customers want to send you direct feedback and learn more about your business, products, and services. However, the way organizations approach a social media conversation is going through a transformation. Remote IT support is a major part of this transformation.
Call center technology must now go beyond sharing images or posting witty tweets. Consumers are seeking a two-way conversation through social media. They want to interact with your organization, not just send feedback without a response. Increasingly, consumers expect an immediate, personalized response.
Responsive organizations are harnessing this trend by integrating communications across every channel to create a superior CX. Artificial intelligence is playing its part in call center technology by connecting your customer to the agent who has their purchase and service history. It is also giving agents valuable context through remote assistance software. Most importantly, these conversations are taking place in public on social media platforms. Other customers see how well you respond and solve issues.
Using AI to quickly personalize an effective response will minimize the potential for negative feedback, which in today’s environment can hurt your reputation and revenue. When you positively resolve issues efficiently and make the customer central to the conversation, your organization appears caring, responsive and motivated to provide the best customer experience.
Artificial Intelligence is Integrating with Customer Interactions
Organizations are delving more deeply into predictive analytics through AI applications that streamline call center experiences for both consumers and agents.
AI is now being used to predict who will make a purchase, who will pay a bill, and who will become a loyal fan. Call routing is much more efficient, and software now can interpret language and inflection to make highly accurate predictions.
As AI technology advances, and the remote IT support system starts building itself, you can expect to see more connections made between your media channels, call center response agents and call center technology. It’s worth your time to investigate which call center AI options may benefit your organization.
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