Technologies have taken a huge leap in the past few years, and digital transformation is accelerated by the pandemic and other diverse reasons. Almost every industry is impacted by these changes, and those were able to keep pace with the changes, benefited hugely and survived. The digital capabilities of advanced technologies are shaping every aspect of our life. Business methods and approaches, educational practices, and industries like retail, insurance, and even BPO are no exceptions to these technological advancements. The mass adoption of artificial intelligence, chatbot systems, and RPA is inevitable in the current business scenario and people’s lives.
Why AI and chatbots are becoming so popular?
Artificial intelligence is a branch of computer science that combines multiple types of algorithms and techniques that help develop intelligent machines. In simple words, AI is a combination of different languages and technologies, employed to build programs that are able to learn and perceive things and work and think like humans. AI was already revolutionizing the market, but with the pandemic, it received the much-needed push it required, and now AI and chatbot systems are dominating in almost every vertical and industry. The market is adopting new models and approaches, and AI chatbot systems and other AI solutions are the perfect companions to these new strategies.
The consumer connect is the key to sustaining in the new era and surviving competition and radical changes. The wider adoption of AI was long predicted by Gartner, and they also forecasted a 70% reduction in human calls and email interactions in BPOs and contact centers. BPOs and their clients are racing towards new technologies like AI, chatbots, and RPAs for increasing the organizations’ ability to offer better customer service. Organizations’ ability to provide real-time information in virtual establishments for both customers and employees will improve with AI and chatbot systems. Also, these are integrated with other technologies like robotic process automation, virtual reality, artificial reality, and many others to increase the advantages and impact manyfold.
The rising tides of automation
Customer experience has become the center of sustenance, quality and consistent service delivery. Contact centers and BPOs are struggling to maintain their service quality. Standard among the many disrupting challenges and failing to offer optimum customer experience through the traditional ways of operation. These industries are troubled by issues like poor traffic management, limited availability, a sharp rise in costs, and haphazard operations. Not standardizing the quality management and performance metrics can lead to service disruption and end up affecting the quality of the entire operation and service delivery.
AI-Powered Personal Assistants
AI chatbot systems and other utilizations of AI can close these gaps and offer significant advantages for BPOs and contact centers. An excellent example is AI-powered personal assistants or chatbots. These chatbot systems or solutions can execute simple. Structural tasks based on the verbal or written communication received from the users. Not only that, complex and rule-based tasks and activities can be automated with AI chatbot systems and multiple AI technologies. These solutions can improve costs, decrease overhead, enhance customer satisfaction, and reduce the use of time and other resources considerably.
Businesses can receive incredible advantages by using AI-empowered assistants by improving sales conversion, reducing time to hire, a recommendation system. Removing humans from low or no value-add tasks. To increase revenue and improve business AI chatbots can help automate tasks and manage workflows without or with minimal human intervention. Employing a chatbot system to streamline customer service. Adding products and services with the AI personal assistant can help digitally transform operations for better deliveries.
Voice and Speech Analytics
Utilizing voice analytics to measure the performance of the agents and for quality assurance is also a popular use of AI in BPOs and contact centers. It is a new way to measure an agent’s performance, compliance, and improvements. Many AI-enabled quality assurance software can transcribe the entire call volume into text and with predefined filters and automated workflows, this solution can automate the QA process. These solutions can offer analysis of the speech rate, conversation volume. Keyword usage, and changes in the way callers and agents speak on the call, quickly. These can analyze the speech data and mine them to obtain specific information and patterns.
Speech analytics software enables businesses to collect and evaluate information from every single call or interaction. The call center speech analytics also offers live updates and alerts by analyzing the calls in real-time or near real-time. Organizations can utilize this tool to obtain business and marketing insights from recorded calls or interactions.
Also, these actionable insights and business intelligence can be utilized in optimizing customer experience by improving business approaches and strategies.
Insights from diverse AI solutions
One of the most attractive features of AI solutions is their ability to collect and analyze a large amount of information quickly. These applications offer comprehensive analytics and data insights through dashboards. These data and information summaries are present through these solutions to provide greater visibility into the operation and situation of the businesses to the users. Depending on the functions like QA analysis, performance evaluation. Assisting agents, Chatbot systems can offer insights and reports to help improve that activity.
Multiple factors can be identified through AI solution analytics.
Chatbot systems can transcript the calls and texts transcripts can be mine for specific keywords to many more significant strategic insights. The entire call volume can be record and transform into a data pool for users. Voice and speech analytics can help organizations to get relevant voice. Customer information, which will be helpful for enhancing services, reducing costs, and increasing revenue. Speech analytics is capable of providing in-depth searches utilizing phonetics. It can reveal certain trends and emotions expressed on a call or interaction. The hold times, silent patches, or agents talking over a caller can be record and highlight through these solutions. Real-time speech and voice analytics, emotion and sentiment analysis. Artificial intelligence can help improve the customer experience with improved analytics and insights.
Other than that, AI solutions can offer insights based on the following:
Conversation Speed
Clarity and pronunciation are important aspects of customer conversations. Speech rates can differ based on various criteria, according to the languages and dialects. Whatever speech rate varies depending on the culture, and gender, or agents can change the speech rate for specific customers. Slow or elevate speech rates can be detect by AI solutions and reported to the users.
Conversation Volume
Agents must be audible to the customers and in the same way to create a pleasant experience the volume should not be too high. Higher volume indicates conflicts and solutions may alert supervisors or team leaders to intervene. Often volume spikes with words or phrases in a specific situation may help to understand what led to the negative situation.
Customer Sentiment
Chatbot systems or AI powered QA solutions can measure the sentiments and moods of callers and agents. AI based speech analytics can help automatically measure the sentiments of the callers during the calls.
Customer Demographics
Call center speech analytics can be very useful in getting insights into customer behavior and buying trends. Combining the call data with customer demographic information can lead to better segmentation and pattern identification of the customers.
Trending use of voice bot in customer service
Voice bots can automate tasks and analyze voice data to identify moods and sentiments. Detecting emotions, and stress from the tone and voice of the callers is possible with voice bots. These bots can find the reasons customers called, their satisfaction levels, products and services mentioned. Brand loyalty and competition, etc from the calls. They can quickly understand what customers want, their requirements, and their expectations.
These can collect data from multiple sources faster and deliver accurate and updated information to customers quickly. The voice bots can also assist customers with dynamic replies for resolving their issues. Rule-based tasks can be perform with these bots and with the help of better technologies they can comprehend diverse human speech inputs. Voice bot can reduce costs, improve operations, promotes customer loyalty, and help maintain compliance in the contact centers or BPOs.
Conclusion
AI-based solutions are changing the business scenario radically in contact centers and BPOs. Tedious tasks can be automate with solutions like Mind RPA for faster and more seamless services in contact centers. The 24/7 services with alerts and suggestions for the agents can be offer with AI and RPA-enabled automated solutions. Also it is QA, bots assisting agents, or directly servicing customers, AI-powered solutions can improve customer service and experience exponentially.
