Enhanced customer relationship: what added value for an optimized customer service?

Customer interactions assisted by artificial intelligence technologies have long demonstrated their strong impact in terms of efficiency, probability, productivity, and overall customer relationship management. Obviously, such a finding entails a profound change in corporate culture when one wishes to evolve towards a powerful customer relationship model.

Augmented customer relationship: what are the stakes?

In an era where the customer is king, and in a context of heightened competition and increased consumer volatility, integrating the latest technologies to optimize the customer relationship becomes a priority for every company. The customer experience is even establishing itself as the new battlefront on which companies seek to gain a real decisive advantage over their competitors.

These technologies, particularly voice artificial intelligence, have become formidable allies for both agents and supervisors in contact centers as well as the clients they serve. They now enable a more in-depth, more personalized, and more relevant relationship between a company and its customer, notably thanks to greater knowledge about the latter. The automation of manual and repetitive tasks for agents, thanks to AI intervention, significantly increases the efficiency and productivity of contact centers. Similarly, for supervisors, they can focus on supporting advisors in resolving complex cases.

Valued collaborators

As we know: tele-advisors rarely engage in this profession out of vocation. To avoid any form of demotivation, absenteeism, and turnover, it is urgent to provide them with suitable tools and to better involve them so that they do not feel merely engaged in the pure execution of pre-defined processes. In short, we need to value their work!

But how can we achieve this when, on average, more than half of the requests are time-consuming, repetitive, and can perfectly be automated?

The solution is to entrust these tasks to a new virtual agent: the callbot !

This agent is capable of understanding the customer in natural language and responding to a simple request through the creation of conversational pathways. When the request is more complex or requires more in-depth handling, the customer is redirected to an advisor. Each call thus becomes different and more interesting to handle. The advisor's work is valued at the same time as their daily tasks.

To better understand the revolution underway, Gil Monin, General Manager of Business, and Nicholas Takooree, VP of Product at ViaDialog, delved into the subject and explained to us in a few points during a dedicated webinar how augmented customer relationship constitutes a considerable lever for customer service.

Let’s embrace the augmented customer relationship!