The customer service landscape is undergoing a significant transformation, with contact centers increasingly adopting Artificial Intelligence (AI) to streamline operations and improve customer experience (CX). Generative AI, a branch of machine learning focused on producing and interpreting high-quality natural human language, is starting to offer some impressive potential in this regard. Modern generative AI solutions already successfully assist agents in various aspects of their work, from onboarding and training to real-time support during customer interactions.
However, the true potential of contact center AI lies in its ability to empower and support employees, helping them to take their performance to a new level. Gartner predicts that “by 2026, 60% of conversational AI software will include proactive intelligence capabilities, up from less than 5% in 2023.” By leveraging these proactive intelligence capabilities, AI-powered tools can anticipate customer needs, provide relevant information to agents, and suggest appropriate actions, ultimately enhancing the overall customer service experience. At Spitch, we are increasingly focused on this idea of agent empowerment and harnessing the power of these new technologies to support our clients in delivering exceptional customer and employee experiences.
One key area where generative AI can make a significant impact is agent onboarding and coaching. Traditional training methods can be time-consuming and resource-intensive. With generative AI, new agents can receive personalized, interactive training that adapts to their learning pace and style. Virtual assistants powered by generative AI can effectively guide agents through product knowledge, company policies, and best practices, ensuring they are well-equipped to handle customer inquiries from day one. Generative AI training platforms can even simulate or replay training conversations based on a particular contact center domain, guidelines, or even past real-world conversations.
The potential for generative AI to enhance productivity in customer care is quite substantial. According to McKinsey & Company, “applying generative AI to customer care functions could increase productivity at a value ranging from 30 to 45 percent of current function costs.” This highlights the significant impact that generative AI can have on streamlining agent onboarding and coaching processes, ultimately leading to improved efficiency and cost saving for contact centers.
Beyond initial training, these same approaches can provide ongoing coaching support to agents. During customer interactions, AI-powered tools can analyze the conversation in real-time, offering relevant information, suggested responses, and guidance on handling specific issues. This allows agents to focus on building rapport with customers while always having the necessary knowledge and tools at their fingertips.
Large Language Models and their extensions are revolutionizing quality management and agent performance evaluation. By analyzing call transcripts and customer feedback, LLMs can effectively analyze complex natural language interactions, identify areas for improvement, and generate personalized coaching recommendations. This data-driven approach ensures that agents receive targeted feedback and support to continuously enhance their skills - both onsite and in the cloud. This approach also ensures that feedback and review can be provided as a self-learning experience and in compliance with new and emerging EU and international guidelines on the responsible use of Generative AI.
Generative AI contributes to the creation of self-learning resources for agents. By analyzing common customer questions and successful resolution strategies, guided AI agents can rapidly generate reliable knowledge base articles, FAQs, and best practice guides. This in turn empowers agents to access relevant information independently whenever the need arises, reducing reliance on supervisors and enabling employees to resolve issues more efficiently.
It is important to note that the introduction of generative AI in contact centers should be a collaborative effort between management and employees. Open communication and transparency are crucial to address any concerns or fears employees may have about AI's impact on their roles. Companies should establish clear guidelines on how AI will be used to augment, rather than replace, human agents.
Contact centers need to design AI solutions that prioritize employee empowerment by facilitating a supportive relationship between technology and human expertise. Generative AI can handle routine tasks, freeing up agents to focus on complex issues that require empathy, creativity, and problem-solving skills. This not only improves operational efficiency but also enhances job satisfaction, reduces stress, and increases employee engagement.
The potential benefits of generative AI in contact centers are already more than just theoretical. McKinsey & Company reports that, “research found that at one company with 5,000 customer service agents, the application of generative AI increased issue resolution by 14 percent an hour and reduced the time spent handling issues by 9 percent. It also reduced agent attrition and requests to speak to ta manager by 25 percent. Crucially productivity and quality of service improved most among less-experienced agents. ”These findings underscore the transformative power of generative AI in empowering employees, particularly those who are new to their roles or still developing their skills.
As contact centers embrace generative AI, it becomes essential to approach implementation strategically and plan long term. Collaborating with experienced conversational AI solution providers and leveraging a unified platform centric approach will ensure a smooth integration into the existing IT ecosystem that also aligns with the unique needs and strategic goals of the organization.
The introduction of generative AI in contact centers presents an exciting opportunity to move beyond mere automation and cost reduction. At Spitch we are convinced that by focusing on employee empowerment and support, companies can create a win-win scenario where technology and human expertise work hand in hand. With the right approach and partnerships in place, generative AI will increasingly transform contact centers from traditional cost centers into hubs of innovation, business opportunity, and a source of both customer and employee satisfaction.
Stay tuned for our next article in this series, which will focus on Generative AI powered Agent Coaching service.
