TECH TRENDS
The fear of the unknown
Many companies and organisations are aware that they need to modernise their contact centre to offer multiple channels of communications including an AI chatbot but often feel overwhelmed when thinking about the project , so they park it . Their fears include that a Digital Transformation project like an AI chatbot will be a large undertaking , it will be too expensive and not within their budget . There is also fear that they won ’ t get approval because what they have already works – the ‘ if it ain ’ t broke , don ’ t fix it ’ adage . However , you don ’ t need to rip out and replace existing contact centre solutions .
Deploying an AI chatbot is a small project that can be broken down into small manageable projects . It is also cost-effective and doesn ’ t take long to implement . The time is in the planning of the business processes and setting the conditions . This is the crucial element to determine whether the project will be successful or not .
Impact on the bottom line
If these fears are holding you back , maybe a good hard look at the impact on your profitability will be what it takes to start making this change . Your project can start small and grow , but rest assured , it will have an impact within the first month .
Digital enquiry management enabled Peabody to control its customer journey by deflecting over 25,000 emails from its contact centre , which improved its Trustpilot score , its agent experience was improved , bringing all of its communication ( including social media ) into one place . . . all with an ROI of less than eight months .
Changing your mindset
Companies that are stuck in the ‘ status quo ’ need to move forward and look at how they communicate with their customers and employees with a new lens . If they don ’ t embrace modern technologies and ways of working such as AI , the use of social media , hybrid working etc . they will almost certainly be left behind and lose out .
Under the microscope
To improve customer service , companies need to go back to basics and examine their customers ’ and agents ’ journeys under the microscope , taking a detailed and scientific approach , studying how their enquiries are managed and what the process is . It is advisable to work with a trusted solutions provider who can guide you www . intelligentcxo . com
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