The world of Customer Service is changing at a faster pace than ever before, and there are some incredible ‘AI assisted’ tools & features now being offered by phone systems, and that are being used by companies to deliver a better experience for both their Customers as well as their staff/Agents.
Many of these tools also help businesses to drive efficiencies across both their staff teams, as well as the way they do business, with much deeper reaching reporting and data-insights, often in real-time.
Let’s look at just a few of the areas in which AI is driving change and efficiencies across the Business Telephony world . . .
1. Task-automation based on voice calls
Think about all the daily and repetitive tasks your sales, Customer-service and support teams have to do off of the back of a Customer or Supplier/ Partner phone call. . . “I’ll send your our product overview deck”, or “I’ll send you ‘this’ form or ‘that’ document”.
The AI feature-set in modern phone-systems can listen to your live calls – and have already sent your Customer the document your Agent mentioned on the call as they talk.
This offers a great Customer experience, making the Agents life easier -as well as driving efficiencies in saved ‘wrap-time’ per call, for example.
2. Knowing your calling Customers
Having all information instantly on-hand to your Agents about the caller – before they answer the call -is an incredibly powerful CX and Revenue tool.
Imagine being able to see on your screen, before you pick-up the call, everything about the calling Customer . . .
All of their previous calls to your business, with Call Recordings
All of their emails to your business, with the emails attached
All of their contact via your Social Channels, with the messages attached
All of their contact via your WebChat or RTC
Insights and Overview of their previous experiences with your business
All in 1 place. All in a queryable timeline. Instantly.
3. Deep data and customer insights, map your Customers’ lifetime-journey
Having a historical timeline of all Customer interactions enables business owners to make key-growth decisions based on real-time information about what their Customers are demanding.
Being able to instantly view Customer trends, query historical Customer calls for keywords or key-phrases to see why a Sales offer worked well/ or didn’t, AI adds a whole new level of Customer-insights from the data you already have as a business.
And, being able to offer your Business Teams a new level of insight to your customers, prospects and targets offers an advantage to them in their roles – as well as creating a better working environment for Agents as your Customers will love dealing with you.
4. Training and redeployment of resource
The automation that AI offers now to a business phone system gives companies the opportunity to maintain Agent quality-standards when dealing with client calls.
For example, AI can be used to query ‘Show me all our calls, in the last Month, where the Agent said ‘Keyword/Phrase’? This can be used to spot calls where the Agent requires training for example.
Another use – ‘show me all calls where the Agent didn’t ask 3x qualify and required by legislation ‘data-protection’ questions. The AI used in current phone-systems can Quality-score your business’ calls to a higher level of accuracy than a human now. So there is potential to re-train and redeploy your QS teams to other teams or tasks within your business.
The AI used in current phone-systems can Quality-score your business’ calls to a higher level of accuracy than a human now. So there is potential to re-train and redeploy your QS teams to other teams or tasks within your business.
5. Agent Scorecards, Rewards and real-time Gamification
Creating an engaging working environment for your Agents is key to attracting and retaining the best talent – and ultimately to delivering the tools to enable your teams to deliver a happy, knowledgeable and positive Customer experience.
Having Agent leader-boards based on rewarding target-behaviours’ is key to the Contact Centres ability to create a buzzing environment, and to drive competition amongst Agents to drive the required results.
AI offers the ability to deliver updated results in real-time to Agent wallboards and Management alike, and to be able to link-live to mapped ‘Reward-Programmes’. For example, the lead agent each day may get an Amazon voucher – this can be allocated and sent to the Agent via the phone systems AI tool which ‘links’ the Wallboard to the Reward-pool as well as the company Amazon account. All without anyone having to touch anything once setup.
If you would like to have an informal chat around understanding more about how your Business phone-system could utilise AI to enable a better service-delivery and a better Customer-experience, while delivering efficiencies – we would love to talk.
Get in touch for a chat or a quick Demo – We love to talk!
hello@hybridcomms.io – or give us a call
Call the Hybrid Team today on 03300564565 , or email us at hello@hybridcomms.io
