by Amanda Dingus June 19, 2024 Across today’s competitive customer service landscape, clear and efficient communication is essential. By integrating Generative AI (Gen AI) into your contact center strategy, you can simplify customer interactions and transform the way you manage communications, while improving agent experience.
Advanced language models and deep learning are speeding up response times and letting human agents tackle more complex tasks, boosting both the agent and customer experience. ElevateAI by NICE’s new Generative AI feature suite offers cost-effective, tailored solutions that enhance customer satisfaction and streamline contact center operations. It’s an excellent choice for businesses looking to use technology to quickly improve overall efficiency and service quality.
Unlike traditional chatbots, which offer transactional, predetermined responses to common customer queries, Generative AI goes deeper. Generative AI understands customer queries and bases responses on customer behavior, ensuring each interaction is tailored to a specific customer.
In a contact center, Generative AI produces human-like responses in real-time. As such, contact centers can use Generative AI to improve the customer experience, make tasks easier for human agents and analyze previous phone calls, emails, or chats to assess customer sentiment. As large language models (LLMs) and artificial intelligence (AI) improve, nearly every industry will feel the impact of this technology.
How can you get the most out of this game-changing technology while keeping costs down? Well, we have a listicle for that!
Artificial intelligence can handle routing inquiries quickly and accurately, freeing up human call center agents for more complex customer conversations. Conversational AI operates as an extra agent at your contact center and virtual agents using interactive voice response (IVR) interact like live agents when dealing with customers. Real-time feedback helps to ensure a positive customer experience, end-to-end across the process.
When human intervention is necessary? Live agents can pull up analytics instantly and make decisions based on suggestions made by Generative AI trained on your company’s data, leveraging tools like ElevateAI’s Agent Coaching Assistant.
Customer service teams often have access to data that helps them serve customers, but pulling up relevant information takes time. Generative AI technology helps sort through the customers information stored across internal systems and uses predictive algorithms to determine which details are important to specific conversations. With Generative AI assisting agents, you can offer tailored service and recommendations, based on customer history, in seconds.
Quality and speed are important metrics for contact centers when evaluating how well a company serves its customers. With AI involved in customer interactions, call centers can reduce the need for live agents to handle every customer conversation.
AI also helps you meet customer needs by providing actionable insights into customer behavior. Sentiment analysis – like that performed via CX AI – and delivered virtual agents can help the system determine whether a particular conversation requires a human touch.
Agent training often takes up valuable time and resources, while traditional training methods utilize a one-size-fits-most methodology. What if you could use AI-powered training in contact centers to personalize the experience, tailoring lessons to specific call center agents? What if you could coach an agent immediately after – or even during – a call, using a tool like ElevateAI’s Agent Coaching Assistant to deliver feedback or address opportunity areas in near-real-time?
Call center managers can use contact center-focused AI systems to analyze agent calls, assess agent performance, and create customer experience. Layering in Generative AI, they can determine specific training goals based on customer service interactions and can suggest focused training or even develop a user-specific training program for individual contact center employees.
AI-powered contact center operations let companies handle a higher volume of customer inquiries without having to increased staffing levels. Generative AI in a contact center can assist with call routing, sentiment analysis, and handling basic customer inquiries.
Using Generative AI to help route calls is one of the easiest – and lowest cost – ways to improve the customer service experience at your call center.
Pairing predictive analytics with machine learning allows you to anticipate customer issues and improve customer satisfaction. Let Generative AI assess prior customer feedback, call recordings, and post-call consumer behavior to determine the best ways to handle each inbound call.
With your use cases in hand, your attention has to turn to implementation – and while our Cloud API makes implementation easy for ElevateAI by NICE, what else do you need to consider? A few things to keep in mind as you move forward with your contact center-focused Generative AI deployment:
A shift to Generative AI-powered contact centers won’t be without challenges, including issues like:
One way to reduce the learning curve? Using a tool purpose-built for the contact center, with a focus on an easy integration – and the ability to start for free with 1,000 free interactions every day. ElevateAI provides a conversational AI model based on extensive customer service data sets and backed by over 70 technology patents.
Generative AI-powered contact centers help improve the customer experience, enhance agent efficiency, and minimize the time agents spend on routine tasks, allowing agents to turn their focus to high-value activities, complex questions, and the overall customer experience.
The sooner you start incorporating Generative AI into your contact center operations and strategy, the more prepared you will feel for future industry developments. With ElevateAI, you get state-of-the-art machine learning and natural language processing models built right into your customer service applications and internal contact center operations – leveraging our pre-built features or build your own, using NICE technology.
Built on NICE’s market-leading Enlighten AI technology, ElevateAI delivers access to unmatched transcription quality, CX AI insights, and Generative AI features like AutoSummary and Agent Coaching via Cloud API. A focus on constant innovation means that contact centers of all sizes can access new built-in reporting and widget-based dashboard capabilities through ElevateAI Explore.
Explore our Generative AI solutions and find out how ElevateAI can help improve efficiency and performance throughout your contact center.
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