FEATURE but this can be turned into ‘ positive ’ complexity with the use of AI-enhanced automation . This technology can be used to establish a healthy variety in an agent ’ s role , which in turn adds value and improves engagement . In addition , the ability to switch between communication channels or to manage them concurrently presents greater flexibility for the operation .
To further enhance agents ’ skills and adaptability requires a data-led approach . This requires real-time support that some agent-assist providers are now championing – whether it ’ s offering real-time connection to an expert or supervisor or access to a knowledge management system which provides agents with the specific support they need when they need it .
AI in onboarding
Automation makes a strong contribution to new employee onboarding , which is a challenging area for customer service operations due to chronic attrition . This problem is being exacerbated by the recurring feeling of being undervalued by business decision-makers .
From reviewing applications to selecting candidates for interview , AI offers up multiple helping hands in the onboarding process . But its capabilities do not end there . It can also create
simulated customer experience scenarios for candidate selection workshops . This can help identify the skills and behaviours an organisation may be looking for in new recruits .
Following the hire , training can be enhanced by automated self learning and simulated practice , which allows multiple attempts to gain competency without involving expensive and valuable trainers .
An environment driven by data , automation and AI
For the first time , we have access to automation and AI which can create additional capacity . It does this by identifying , capturing and repurposing unproductive ‘ lost time ’.
New automation will continue to quickly find and fix training gaps using conversation analysis and AI-driven practice . It will help employees get skilled faster and maintain their skills on an ongoing basis .
By removing routine , repetitive tasks and facilitating agent upskilling through AI-powered training and coaching processes , leaders can develop materials to maintain a highly engaging and rewarding environment for frontline agents – an environment driven by data , automation and AI . x www . intelligentcxo . com
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