AI for Digital Customer Contact

“The Contact Centre AI Series” provides focused data and insight into how organisations can use AI solutions to solve real-life contact centre operational and commercial issues.

With 25% of customer contact coming from digital channels – a figure even higher amongst younger customers – answering quickly and accurately is vital for cost and customer experience.

The rise of AI-enabled chatbots has seen a significant drop in the cost of handling a web chat, despite only 1 in 5 web chats being handled entirely by automation. Few emails are currently handled by AI, and their cost is still similar to that of a phone call: considerable cost savings are still to be made.

AI can not only comprehend digital customer interactions, but can also look to see what has worked in the past, improving its accuracy and effectiveness, and sharing positive outcomes across all channels.

“AI for Digital Customer Contact” shows how AI can optimise handling non-voice channels. The report shows:

• How inbound interactions by channel are changing

• The cost of interactions by channel

• What’s holding back the uptake of digital channels, and how AI can alleviate this

• How AI can assist with web chat, email, social media, messaging and web self-service

• Using AI to build and maintain the knowledge base.

Length – 23 pages | Time to read: 20-25 minutes.

Free to download.