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  • Writer's pictureAndré Cavaco Leitão

How AI and Digital Innovation are Reinventing the Contact Center Experience

Updated: Jun 16, 2023

Unless you haven’t been paying attention over the past few months and years, AI has become ubiquitous in the contact center.

Businesses worldwide have started to embrace the digital-first mindset by onboarding digital tools to deliver seamless and personalized customer experiences across various channels.

Let's explore how AI and digital technology enhance human interactions and redefine the customer experience.

The Emergence of the Digital First Era

Being Where Your Customers Are

The digital age has ushered in a new era where businesses must be agile and meet customers wherever they are. Embracing a digital-first mindset has become a non-negotiable for companies aiming to stay relevant and competitive. This means leveraging digital channels and tools and offering personalized, seamless experiences across all touchpoints, both online and offline.

Contact centers have also felt the impact of this digital shift, particularly as phone-centric interactions fade out and are replaced by dynamic, holistic experiences via digital channels such as social media, live chat, and messaging apps. This transition enables businesses to cater to modern customers' evolving preferences and expectations, who increasingly seek convenient, timely, personalized support.

Catering to your customers by providing them what they need in the channel of their choice enables and empowers customers. This is particularly true for, “digital-natives” - those who have never known a world without a mobile device or social media. As you provide support in whatever channel works best for your customer, you can design customer experiences tailored to the different customer journey moments, ultimately elevating the overall customer experience.

AI as the Driving Force Behind Digital Transformation and Modernization

As the contact center industry evolves, AI plays an increasingly significant role in enhancing human interactions while at the same time becoming the force behind smarter and tailored customer self-service.

As we talk about AI, it is crucial not to overstate its importance. No one can replace human agents who still play an essential part in providing empathetic, personalized support. The future of contact centers lies in the seamless integration of AI-powered tools and human expertise.

AI can empower agents with real-time insights, automate repetitive tasks, and assist in handling complex inquiries. We have started to see great examples of AI-enhanced tools, including virtual assistants, sentiment analysis, and predictive analytics.

AI can also make the onerous task of planning, forecasting, and scheduling in customer care centers easier when embedded in a Workforce Management (WFM) solution.

AI-driven tools can enable professionals to anticipate customer demands better and allocate resources accordingly. It can look at historical trends as compared to most recent volumes and enable you to model out various scenarios. Planning and forecasting that used to take hours, days, and even weeks, can now be done in a few clicks - providing you the insight you need to properly staff your contact center and meet your Service Level Agreements (SLAs) for the business.

This digital transformation, fueled by AI, has become an essential strategy for businesses to stay competitive in today's rapidly changing landscape. This transformation goes beyond implementing AI-powered tools in contact centers; it encompasses a broader shift in organizational culture, processes, and mindset. Embracing a digital-centric world allows businesses to be agile, innovative, and customer-centric, ultimately driving growth and success. As we think about leveraging AI for resource planning, we must also embrace solutions that are built to serve a “digital-first” world rather than systems created for a voice-centric world that is steadily disappearing. By leveraging AI and other digital technologies, companies can create seamless, personalized customer experiences that foster loyalty, enhance brand reputation, and set them apart from their competitors.

AI-Powered Tools Shaping the Future of Contact Centers

As contact centers adapt, various digital tools have emerged as essential components of their operations. These tools, including omnichannel platforms, CRM systems, and cloud-based solutions, drive improvements in customer experience, agent productivity, and overall efficiency.

AI has emerged as a game-changer, transforming how businesses interact with customers and manage their operations. Integrating AI-powered tools in contact centers provides several benefits that enhance customer service, workforce optimization, and agent training. Benefits include:

  • Enhancing customer service by enabling faster response times and more personalized interactions. Chatbots, for instance, can handle routine inquiries, allowing human agents to focus on more complex issues that require empathy and critical thinking. Additionally, AI-driven sentiment analysis tools can analyze customer emotions in real-time, empowering agents to adapt their communication style and deliver more personalized support.

  • Letting AI play a crucial role in workforce optimization. Predictive analytics, for example, can analyze historical data to forecast customer demand, allowing contact centers to allocate resources more effectively. This improves scheduling accuracy, reduces wait times, and maximizes agent utilization. Lastly, AI-powered tools can support agent training by providing real-time feedback and guidance during interactions. Virtual assistants can offer recommendations on best practices and help agents navigate complex inquiries, fostering continuous learning and improvement.


How real-life AI can enable decision making

It is clear that contact centers must adapt and leverage advanced tools to stay ahead of the curve. AI-driven solutions have emerged as a game-changer, providing valuable insights and capabilities that enable businesses to deliver exceptional customer experiences. If you are in the process of evaluating a Workforce Management (WFM) solution that leverages AI, make sure you ask the following:

  1. Can you model various scenarios leveraging real-time and historical data?

  2. Does the solution automatically account for multi-step interactions? While voice calls in the past could be “one and done,” with automation, AI, and chatbots in place for routine questions, issues have become much more complex and often require multiple departments or personnel. And, you need to forecast for these complex interactions.

  3. Was it built for the digital interactions of today that include email, chats, texts, and even social media? Some tools built for voice require a lot of manual intervention to make them work for digital so it is important to think of a solution that was built for the digital world.

  4. Does it offer capacity planning? While capacity planning may have once been something that was done on an annual basis, with things changing constantly, it is no longer appropriate to plan months and even a year in advance. You should ensure you can model various scenarios - with real-time and historical data so your plan can be as agile as your contact center.

Learn how Playvox Workforce Management gives you the insight you need.

This blog post has been brought to you by weWFM in collaboration with Playvox.

With Playvox cloud native easy-to-deploy Workforce Management solution, you can increase efficiency and reduce costs while keeping your agents engaged and empowered.

Use Playvox to forecast, schedule, and manage your workforce in real time.

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