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About This Report
With the rapid rise of AI, the question is often asked whether eventually there will even be a need for people to work in contact centres, answering calls.
At the least, surely call numbers and employment will drop drastically, meaning investment focus should be elsewhere?
The answer is resoundingly negative. There is evidence to show that customers’ preference for the phone channel is stronger than ever, and that businesses accept this.
For the foreseeable future, live agent contact will be vital to the customer experience and the success or otherwise of organisations.
Download this report and find out how AI-enabled agent assistance can build the contact centre of the future, today.
This report shows:
- The 8 major use cases of AI agent assistance
- Why handle time is killing CX, and 5 ways AI can help
- AI outcomes and where to find ROI
- Keys to success and pitfalls to avoid
- Using generative AI while minimising reputational risk
- Using AI to support remote and inexperienced agents
UK & US editions.
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In this Report
Use Cases for AI Agent Assistance
- Provide the agent with the right information at the right time
- Speed up the navigation and post-call work
- Create quicker and more accurate call summaries
- Speed up digital interactions
- Improve call routing
- Reduce repeat calls and improve first-contact resolution
- Make QA more accurate and identify coaching opportunities
- Help agents offer a personalised customer experience
Implementation, success and pitfalls
- How can using AI to assist agents help our ROI?
- Implementing AI successfully
- Initial actions in an AI project
- What steps do we need to take to get AI assisting our agents?
- Knowledge management
- Making AI a success and avoiding pitfalls
- Current and future usage of AI
- Outcomes from AI implementation
- The role of AI in CX
- The future of AI-enabled agent assistance
