How self-help concept can help contact centers in their growth story
If self-help was ever a concept, it is a reality today and here to stay. In today’s world, an ever more informed customer looks forward to getting things done rather than spending their time in a conversation where repetitive questions often fill up the time. They want to vouch their time for something productive and result-oriented. In the contact center industry, the concept of self-help is a revolutionary step that can bring much sought-after efficiency in day-to-day operations and prove to be more cost-effective, too. It can essentially help customers to find a quick response to their queries and requests. All this can be achieved with the help of a virtual agent and that too without overburdening the system. An AI-powered chatbot, as it is often called, can be a great tool to help streamline the operations with its highly efficient context-based conversation that provides expected responses to the customers who are looking for the early resolution of their queries.
Virtual assistance- the change agent you need
Optimum utilization of its agents’ time spent during a conversation is one of the areas that need attention, then productive use of their time is also the goal of a contact center, and which is very important for its growth and stability. Any contact center wants to put its live agents to something that is more productive and requires human interference in resolving the queries from their customers. A decision about having a conversational chatbot for the initial contact, and streamlining the requests and responses for their quick resolution, is perhaps the most important decision from the business point of view.
Bring efficiency to the process
AI is giving wings to a self-help system, especially in an omnichannel contact center, where it is one of the most distinguished examples where AI-driven technology excelling and providing stability and growth to the contact center. Certain advantages come with virtual assistance/agent can do a world of good to the contact center operations and bring the much-required efficiency to its operations and be more rewarding for the organization. Some of the major achievements of having a virtual agent in place can be summarized as below:
Cost reduction
A conversational AI software can take the burden off from live agents by answering calls on their behalf. They can easily become the first point of contact by replacing live agents and answer customers’ routine queries. Furthermore, virtual agents can route some of those calls that require human interference, to live agents. This reduces the no. of calls for live agents, thereby reducing the cost of resources.
Highly satisfying customers
In most cases, it is observed that most of the questions from customers in a call center don’t require elaborate responses. In fact, some of those questions can be answered by virtual agents through automated replies. This is indeed the most appropriate responses for customers who are only looking for routine information and don’t want to be put through a live agent needing a repeat of the issue from the customer, who could be in a real hurry and don’t have much time and patience for all these things.
Happy and productive live agents
In a contact center, live agents are the flag bearers of an organization. In fact, the reputation of an organization pretty much rests on the way they interact with the customers. Enthusiastic and happy agents show intent and positivity when talking to customers, and for that to happen, they need to free up themselves from repetitive tasks which can in turn easily be handled by virtual agents. With more time to concentrate on bigger and complex tasks, they will have great interactions with customers and be more efficient in resolving even the most difficult issues.
With AI-powered operations are on the rise with each passing day, self-help with the help of virtual agents such as InfiBOT is here to stay and will gain further ground in the coming years. In fact, you are now part of a global movement that is taking place across industries, and not just limited to the contact center industry. And if self-service is ready to take the lead and decide upon how your customers should interact with you, then a virtual contact center is the new normal and reality that is going to assert itself in almost all the realms of this world, and soon enough.
