Artificial intelligence has the ability to revolutionize the customer experience. Some would argue that AI can replace your service/support teams and provide customers with a more efficient experience. Stacy Sherman sees AI in a different way.
There's so much value to human interactions and if we're going to do CX right, we need to recognize that AI is so much more than an agent replacement tool. In fact, we can use it to enhance the agent experience, creating better interactions for the agent and customer alike.
Set your clocks appropriately, we've got a lot to learn from this special edition of "CX QA Live!" happening LIVE at 6:30AM from Reuter's CSX event in NYC!"
[ 2:50 - 4:08 ] Whether you’ve been using AI in your contact center or you’re new to AI, there’s room for improvement for everybody. Here’s an example of a use-case: AI can be implemented to listen to calls, register when problematic words are used and give leadership a chance to coach the agent.
Overall, let’s give the agent more tools to save them time.
[ 5:01 - 5:28 ] When we talk about listening to the agent calls we aren’t listening to punish them. We are listening to be helpful.
[ 8:18 - 9:29 ] Imagine being trapped in an elevator and calling the help line. Who would you rather talk to, AI or a human?
[ 11:03 - 11:42 ] You can also switch the narrative and call outbound, not to sell anything or to do a survey, but to ask if your customers are OK and see if there is anything you can do for them.
11-12 The agents need customer service too. When their computer doesn’t work they can get fast help and not have to wait two days. Or, if they are trying to find the answer to a customer’s question they could use a chatbot to get the support they need. Use AI to solve a pain point for the agent.
[ 17:26 - 18:13 ] Imagine using AI for training. It pretends to be a customer and the agent can practice in advance in a safe environment. This would be used for onboarding and ongoing training.
[ 24:35 - 26 ] Here’s how to pick your AI vendor.
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