To enhance the IVR performance of your contact center, Natural Language Processing (NLP) analyzes hundreds of millions of calls to determine why people are calling and how all the sentences coming from the customer-agent interactions can go into one meaning category.
As the example shows, there are many ways to ask the same thing. A robust, comprehensive and sophisticated NLP program, powered by AI, is key to understanding why a customer is calling and route them accordingly.
An IVR without Natural Language Processing will struggle to identify why your customers are calling. Enhanced IVR performance can help you and your contact center by:
Artificial Intelligence can help you enhance agent intelligence and overall responsiveness. Before every call, AI can look at the entire knowledge base, the CRM and every conversation transcript. AI assistance analyses these information sources and, when a person calls in real-time, the voice is transcribed into text. Agent Assist can then browse the knowledge base, the whole conversation and all the available data to fetch the most relevant document on the topic and present it to the agent.
Agents come and go. They do not stay for long. That is the reality of the business and agent training is a hassle. Can AI streamline the agent training process? Can we bring knowledge under the agent’s fingertips in a snap? Though the agent might not have any clue about the customer’s questions, what if AI can deliver the right information that could help the agent solve the issue in 10 seconds after the conversation begins? An agent assist can help you with:
Crawling through an NLP-assisted IVR is how you know why your customers are calling. The sooner you know this and start improving the way your contact center carries business, the sooner you will get on your feet with AI.
Then comes the first baby steps with an agent assist, where you will experience the empowerment that such a strong AI tool can give to your agents.
Now you are ready to run with AI. Join me for the next blog as I will run by your side to the final step — Run: Improving customer experience with a virtual agent and learn about all the benefits of having a 24/7 virtual assistant ready to help your customers.
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