Using AI to Improve the Customer Experience in your Contact Center

Posted by Emily Blazensky on Jul 6, 2018 12:08:55 PM


When you think about good customer service, the mind more than likely goes to the hospitality industry. Oftentimes, that free upgrade to first class on a flight or a complimentary drink for an excessive wait at a restaurant can make all the difference between a shining recommendation or a scathing condemnation of your business. However, with the recent rise of eCommerce and multiple touch-point interaction, the concept of customer service has evolved into a greater beast, one that requires a skosh more attention than just offering free stuff in a crunch.

Customer service is a new kind of battlefield today—you have to consider the entire life cycle of interaction with the customer, not just the point of sale. And if your business is running a contact center, your agents are on the front lines. This is the era of customer experience, and it’s your job as a business owner to understand how your contact center plays a part in providing that experience to the customer. Fortunately, advances in artificial intelligence can make the going a little bit easier for you.

Customer experience and the contact center

The pinnacle of this paradigm shift of customer service is undoubtedly the concept of customer experience. Customer experience is defined by the interaction and perception that a customer has throughout the lifecycle of doing business. As aforementioned, the business relationship with a customer doesn’t end at the point of sale.

To provide customer experience means to be all-accommodating and nurturing to the person you are doing business with. And a big part of that process takes place in your call center. Whether the call is sales-based for a new account or an existing customer calling in for assistance, the entire lifecycle of your relationship with a customer should be treated with equal importance.

However, your commitment to customer service doesn’t come without it’s reward. Companies that set their eyes on exemplary customer experiences see improved customer retention and increased opportunities to cross- and up-sell products and services. CX in the contact center isn’t just for the customer—it can help your business thrive!

Customer experience and artificial intelligence

The uptick in prominence of the use of artificial intelligence has been nothing short of predominant in recent years. More and more, we see companies finding new and creative ways to leverage AI to improve their operations.

One of the most helpful places that you can implement the power of AI is in your contact center. Each day, countless calls come in to your business, and each day those conversations come and go without ever being analyzed. Which is a shame—the conversations that you have with your customers contain valuable information that can help improve business practices and increase CSAT.

Now, you can have an AI-powered contact center that helps you make sense of all of the calls you receive each day. With AI-centric speech analytic APIs such as VoiceBase, you can tap into the insights of your phone conversations with new and existing customers. With tools such as speech-to-text transcription, keyword spotting, and call querying, it’s now easier than ever to develop predictive insights into the Voice of the Customer.

How VoiceBase can help

VoiceBase is in the business of helping you better understand what your customers are saying. Our speech analytics solution is helping hundreds of companies automatically mine valuable data from their contact centers which in turn help drive value into the business and, more importantly, future interactions with customers.

Are you ready to see what your customers are saying? Contact VoiceBase today to find out more about how AI-powered speech analytics can help your business.

Topics: customer experience, AI, contact center

Written by Emily Blazensky

As Director of Marketing for VoiceBase, an API-based and enterprise grade speech analytics platform, Emily has developed unique and successful marketing strategies to meet the needs of an emerging industry leader, with a rapidly growing customer base. Emily has a keen grasp of the strategies to elevate awareness of the multiple ways speech technology can be applied to improve business process automation.
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