Augmented customer relations: what added value for optimized customer service?

Customer interactions aided by artificial intelligence technologies have long demonstrated their strong impact in terms of efficiency, probability, productivity and overall customer relationship management. Of course, this implies a profound change in corporate culture when it comes to moving towards a powerful customer relations model.

Augmented customer relations: what's at stake?

In an age where the customer is king, and against a backdrop of heightened competition and increased consumer volatility, integrating the latest technologies to optimize customer relations is becoming a priority for every company. Customer experience is even becoming the new battlefront on which companies are seeking to gain a real decisive advantage over their competitors.

These technologies, and in particular artificial voice intelligence, have become formidable allies both for contact center agents and supervisors, and for the customers they serve. Today, they enable a deeper, more personalized and more relevant relationship between a company and its customer, thanks in particular to more knowledge about the latter. The automation of manual and repetitive tasks for agents, thanks to the intervention of AI, considerably increases the efficiency and productivity of contact centers. Similarly, supervisors can focus on helping advisors resolve complex cases.

Rewarding employees

It's a well-known fact: teleconsultants are rarely in the telephony business by vocation. To avoid demotivation, absenteeism and turnover, it's urgent to offer them the right tools, and to get them more involved, so that they don't feel they're merely executing predefined processes. In short, we need to enhance the value of their work!

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

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

The latter is able to understand the customer in natural language and respond to a simple request by creating conversational paths. When the request is more complex or requires further processing, the customer is redirected to an advisor. Each call thus becomes different and more interesting to handle. The advisor's job is enhanced, as is his or her daily routine.

To better understand the revolution underway, Gil Monin, General Manager Business, and Nicholas Takooree, VP Product at ViaDialog, took a closer look at the subject and explained in a few points during a dedicated webinar how augmented customer relations represent a considerable lever for customer service.

Make way for enhanced customer relations!