A few days ago, before commuting to work, I received a notification. “Heavy traffic on the way to the office, delays up to 10 minutes”. I rushed to grab my bag, hopped in my car and immediately asked my virtual assistant to give me the best route. I arrived on time and was even able to grab a coffee on my way up. The most amazing thing was… I actually never asked for this information; it was purely proactive based on my previous behaviors and real-time information the assistant gathered from other platforms.
This is the kind of experience that will be enhanced in the future for both our personal and professional lives.
Imagine having a dedicated assistant with the ability to learn from your behaviors and preferences, providing you with the most accurate and data-driven suggestions so that you can make the best decision to achieve your desired outcome. Amazing, right?
On the professional side, this new paradigm will boost productivity and decision-making processes like never before. In the contact center space, the impact can be astonishing.
Agents, for example, deal with an overwhelming quantity of information and a very fast-paced technological landscape. This means ever-evolving tools to maximize results but also a challenge when it comes to keeping the pace.
It is exactly at this point that virtual assistants can play a significant role. Assistants will become the touchpoint of all technology for agents and, by proactively suggesting next best actions, will ensure that agents are able to reduce tedious tasks and maximize their most valuable asset — human emotional intelligence and judgement.
Let’s explore how agent assistants will revolutionize the contact center landscape.
Assistants will be able to interpret real-time customer interactions and proactively suggest not only the best action to follow but also auto-fill customer information and interaction outcome fields—all resulting in less time spent on secondary administrative tasks and reduced handle time.
Instead of relying on limited personal past experience or predefined inert suggested actions, agents will be able to get real-time visibility on which actions generate better outcomes as a whole.
Agents will use the assistant as a co-pilot that will advise them on how to perform in different situations, allowing for less training before their first call as learning becomes an integrated and continuous process.
Suggested actions and proactive error identification will improve agents’ response accuracy and script adherence, ultimately improving quality metrics and ensuring compliance.
Supporting agents through an assistant will significantly decrease the number of interactions with supervisors. Inquiries and escalations will diminish as agents are better equipped to easily solve issues on their own. Moreover, assistants will be able to evaluate individual agent performance and training needs, creating the foundation to design customized training plans.
While it’s clear that agent assistants can be a major efficiency and quality driver in the contact center, remember that they are enablers. When choosing the contact center solution that fits their needs, companies must ensure that all the underlying technology is secure, compliant and robust. Assistants are one gear on a contact center machine that requires all pieces to be oiled to perfection.
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