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About This Report
“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.
Consistently rated as one of the top two factors driving positive customer experience, first-contact resolution also impacts on cost and performance.
Through the use of agent assistance, knowledge bases, analytical tools and enhanced self-service, AI can be used to reduce unnecessary calls, drive customer experience and decrease cost.
“AI for First-Contact Resolution” shows how AI can measure and improve FCR. The report shows:
- How first-contact resolution is measured, and how AI can improve its accuracy
- Using AI to reduce channel failure and deflect calls
- The use of AI to optimise email, web chat, social media, messaging and web self-service
- Reducing repeat calls and improving quality
- Optimising and improving post-call wrap-up
- AI and “No-Contact Resolution”: proactive customer service.
Length – 24 pages | Time to read: 20-25 minutes.
Free to download.
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In this Report
Measuring First-Contact Resolution
- Use and effectiveness of current FCR measurement techniques
- AI – leveraging automation
- AI – data analytics
- AI – real-time monitoring
Improving FCR: Reducing Channel Failure
- Web chat
- Social media
- Messaging & SMS
- Web self-service
- Knowledge bases
- Omnichannel
Improving FCR: Increase Call Quality
- Intelligent call routing
- Real-time information provision
- Unified desktop
- AI audio improvements
- Payment process optimisation
- Accuracy enhancement
Improving FCR: Optimise Post-Call Work
- Automated call disposition
- Automated transcription and note-taking
- Process initiation
- Towards “No-Contact Resolution”
