Within the contact heart and buyer expertise area, customer-facing AI is turning into more and more fashionable. Nonetheless, organizations could also be implementing AI from the flawed angle, or at the least neglecting probably the most impactful one. By bringing AI to help the agent first, somewhat than the shopper, brokers may have extra profitable outcomes and better job satisfaction, and in flip ship higher experiences to clients.
When customer-facing AI, like chatbots, are applied prematurely, brokers might must appropriate any miscommunications and handle pissed off clients. To enhance the impression of AI, contact heart leaders ought to as an alternative begin with agent-facing know-how that helps brokers in how they discover, entry and use information to get their jobs finished. Agent-facing AI options end in higher high quality, accuracy and pace of interactions.
How does agent-facing AI work?
To start, it is important to understand that agent-facing AI is not here to replace the agent. Its function is in the title, to assist the agent.
Imagine you’re a new agent, first day on the job. You’ve met your team, signed into your computer and have begun learning how to help customers. Most customer queries are basic FAQs, inquiring about balances, policies and other straightforward “yes or no” questions.
A new agent can be challenged by even these simple questions. For more complicated questions, making the correct connections only comes with time and experience. According to Statwolf, no matter the place assets are positioned, an employee spends a median of 12.5% of their workweek on the lookout for data — that’s 11 days a yr.
Enter AI-powered agent help. The aim is for this software to assist the agent discover and ship correct solutions extra rapidly and effectively, eliminating the necessity to hunt round a variety of assets which might take up priceless time. This know-how “listens in” on buyer conversations and scans out there information assets for potential solutions. The agent is then prompted with prompt solutions and may edit them as wanted earlier than sharing with the shopper.
Why agent-facing AI must be the 1st step
Primarily based on the “new day on the job” instance above, it’s apparent that agent-facing AI has nice advantages. Nevertheless it goes far past this use case. When used to its full potential, agent-facing AI advantages the complete contact heart — like veteran brokers studying a brand new services or products — making it a must have device.
Data sources are cited by 48% of contact centers as an pressing funding precedence. Nonetheless, constructing these sources could be difficult and time-consuming. Utilizing agent-facing AI, the agent and AI work collectively to construct this data supply completely and extra effectively as a workforce. When confronted with a query for which agent-facing AI can not discover a solution, brokers can flag the subject to the inner content material workforce so as to add to the information base. If no such information base exists, that is probably the most direct, least disruptive and most correct manner of growing the useful resource.
By prioritizing constructing information bases, organizations will pave the way in which for future success of their Clever Help (IA) functions, like chatbots.
Debuting customer-facing AI earlier than it’s correctly vetted — and with out the correct coaching and assets — is usually a troublesome place for organizations to start out. By utilizing agent-facing AI first, organizations can obtain the identical advantages as resource-heavy chatbot implementations with the arrogance that IA could be constructed up internally earlier than releasing it on the shopper aspect. As soon as agent-facing AI has been mastered, firms can set their sights on AI-powered chatbots to work together immediately with clients.
Lastly, organizations must be prioritizing agent-facing AI as a result of it’s a priceless device within the cultural transition of utilizing IA. Slightly than attempting to exchange brokers, agent-facing AI helps brokers carry out their jobs even higher. That is made obvious to brokers once they have first entry to the know-how and it’s fairly actually working with them, not in opposition to them.
Agent-facing AI is sort of a GPS, serving to to navigate the unpredictable routes of every buyer interplay. Whereas navigating, it may keep away from routine and repetitive inquires for the agent, enhance efficiency and job satisfaction and encourage contact heart brokers to be extra open to future IA functions that assist them work smarter, not tougher.
AI know-how created to help brokers shouldn’t be the one precedence to contact facilities, however it must be the primary type of AI organizations implement. By bringing AI to the agent, people and know-how can work collectively to enhance buyer satisfaction total.