TECH TRENDS
Jonathan Sharp , CEO , Britannic
through the process of Digital Transformation and change management .
It is vital to have a clear understanding of the customers ’ and agents ’ journeys to identify what and where the touchpoints are . By conducting a thorough evaluation , you can identify pain points , areas for improvement and opportunities to enhance the overall experience for both .
Empower your agents
Improving the customer experience
The customer experience will rapidly improve because enquiries can be dealt with instantly , which will satisfy the customer and reduce previous frustrations of being passed from one department to another , repeating information or being put on hold for a long time .
Another benefit of chatbot is that they are available 24 / 7 so can be used outside working hours , therefore saving you additionally on ‘ out of hours ’ contact centre services . By integrating the AI chatbot with your in-house database , the chatbot and agents have visibility of the customers ’ details and history , therefore helping you to deliver a better service , drive loyalty and growth .
Become the agent of change
Become the agent of change and introduce an AI chatbot to your team and reap the benefits of improving the customer and agent journey , increasing productivity and efficiencies and driving revenue growth . x
DEPLOYING AN AI CHATBOT IS A SMALL PROJECT THAT CAN BE BROKEN DOWN INTO SMALL MANAGEABLE PROJECTS .
Many companies think agents will not like working with chatbots and view automation as a threat to their jobs , but they are not , they simply augment their roles . It is vital to provide training on how to work with these tools and go through the processes in detail , so they are comfortable with them . Once the system is up and running , agents realise how much better and easier their roles are and welcome the bots .
By implementing AI and workflow chatbot solutions that can handle simple enquiries it will allow agents to focus on high value complex enquiries that require speaking to a human . Therefore , making their jobs more interesting , challenging and rewarding . They can discover new ways that the chatbot and human agents can work together to increase productivity , efficiencies and improve overall service .
Companies can then take this opportunity to invest more into the agents ’ training and development plan to ensure they are happy and retained .
www . intelligentcxo . com
17