SAN FRANCISCO, Calif. – 23 October 2024
Self-service has become an essential expectation for customers, who now expect contact centers to provide quick, efficient, and easily navigated automated services. While many contact centers have adopted self-service options, many still fail to execute them effectively. Leveraging modern AI technology can enhance self-service experiences by resolving customer queries more quickly and efficiently. With the right platform and vendor, AI-powered virtual agents can provide 24/7 support and personalized service.
To optimize virtual agents, integrating AI with CRM systems and knowledge bases is crucial. By connecting these systems, virtual agents can access customer profiles, including interaction history, purchase records, and open tickets, which allows for personalized service. Additionally, a knowledge base integration enables virtual agents to provide accurate responses by drawing from FAQs, troubleshooting guides, and product documentation, making them more effective problem-solvers.
Gathering customer feedback is vital for improving customer experience (CX), but traditional surveys often have low response rates and skewed results. AI-powered interaction analytics can offer a more effective way of collecting feedback by analyzing customer sentiment, intent, and language during interactions. Bright Pattern’s Customer Intent capabilities, for example, use sentiment and keyword analysis to gain insights into customer satisfaction, identify areas for improvement, and detect patterns in customer behavior.
AI agents also help reduce wait times in contact centers, which is a major source of frustration for customers. Virtual agents can handle high volumes of customer inquiries simultaneously, reducing or eliminating call queues. They can efficiently manage repetitive tasks like address changes or insurance claims, freeing up human agents for more complex issues. AI-powered agents can also provide real-time language translation and assist human agents by offering suggestions during interactions, improving overall efficiency and customer satisfaction.
The future of AI in contact centers looks promising, with virtual agents expected to evolve and handle more complex tasks. As AI technology continues to advance, platforms like Bright Pattern’s will integrate AI-driven capabilities, such as customer intent, self-service, agent assistance, and quality management, to further enhance CX and streamline operations.