Conversational AI and
Cognitive Contact Center
Life today is in constant movement. The immediate of services today leaves no space for waiting, and this also translate when it comes to the efficiency in customer services platforms.
Contact centers with human agents have been transforming and reinventing themselves to Cognitive Contact Center, where waiting is not part of the user’s experience and a quick efficient answer is the number one requirement from clients.
Contact centers today are one of the most used channels and way of contact from users to brands, however using human agents may end up being expensive and demanding. Adding a Virtual Agent to your contact center will help you explode this channel to its fullest, answering big amount of request in a short period of time.
First Contact Resolutions (FCR) is the most relevant metric companies are looking at today.
Implementing Conversational AI in your contact center not only gives you more room for answering user’s request, but also allows your brand to have a 24/7 customer service, ready to help your clients at any hour, and from anywhere in the world.
Virtual Agents are transforming rapidly the contact center world by allowing different brands to hold real-time conversations, reducing to nothing the waiting time a user will normally have with human agents.
Chatbots generated by Conversational AI will bring you a series of benefits including a round-the-clock service for your users, a big reduce in cost, improvement in self service and much more.
Benefits
Improving customer self service
Using a chatbot in your contact center will give the users more autonomy, and will improve the serf service in customers. This give the customers the feeling of having resolve issues on their own, without the need to contact support for assistance.
Improve Average Handle Time per customer.
Using Conversational AI and it’s NLP will help you to improve the AHT per customer. This reduce the time a customer needs to wait for their issue to be solve, increasing the user’s gratification and bettering the experience of your clients.
NPS improvement.
By working on a better experience, using Conversational AI in your cognitive contact center will bring your users more satisfaction, by allowing them to solve their problems in a short and effective way.
Using a virtual agent will only solve the most frequent and simple issues, however this filter will help to get off the way that broad amount of fast-solving problems so your human agents can focus only on the more serious matters.
Round-the-clock support
Using Conversational AI for cognitive contact center will give you the capacity to handle issues day and night, and in take much more calls. Having a virtual agent will allow your users to contact you at any time, any day and from anywhere in the world and recibe assistance immediately, eliminating the waiting time and improving the user experience.
Cost reduction
The cost reduction is clear: Virtual Agents can take calls in a bigger amount, solve more problems in the first interaction and also work 24/7. This will save your company a big amount of money in the long haul.
Personalization and experience
Using Conversational AI will give you access to data you never had before. Implementing a Virtual Agent in your contact center allows you to see the most asked topics, the way people ask the questions and to know what is most important for your clients. This information will be helpful to re-design your website, spotlighting things you didn’t think were that important, and to take focus off on others that are not as hot topics as you thought.
Uses cases
Current bank member needs to travel for work/leisure, and for this need to be certain that their cards will work properly in the foreign country where they’re heading. The user contacts the Cognitive Contact Center to ask for help and details about the process of activating their cards for foreign use.
The Virtual Agent will understand what the call is about by recognizing the intent of activate cards, so will help the user accordingly.
Healthcare
User with no previous relationship with the medical center needs to create or edit an appointment, for this they call the cognitive contact center being answered by a virtual agent created with Conversational AI. They communicate what the reason of the call is (create or edit an appointment) and the VA will choose the conversational path accordingly.
The VA will ask the date and time they need to create an appointment for, or will confirm the already created appointment by asking some details.
Telecom
User with a plan in the telecom company needs to activate his international roaming because they’re going on a holiday abroad. For this the user contacts the Cognitive Contact Center to ask for assistant in activating his roaming. The virtual agent built with Conversational AI will help by asking what the user needs, and understanding the activation of roaming is what the user wants. The VA will confirm with the user if activating the roaming is really what they want and will also disclose that this needs to be done right before the travel, and will also communicate the costs.
Travel
User that has already booked a flight with the company through their website, realizes that needs more luggage in his flight. To solve this, contacts the airline cognitive contact center, where a virtual agent made with Conversational AI answers him to know and understand his requirement.
After the bot understands that the issue is related with luggage adding, it follows that use case path to help the user to add the luggage he needs. It ask for the booking reference number and the last name of the user to validate the information and find the booking.
Today Instagram has more than 1 billion monthly active users globally. Everyday more users browse this channel to find information about products and services, as well as to make purchases, so it has become an essential showcase for brands.
Boost your conversational experience giving your costumer the attention they need 24/7, answer any question about your product or service and show them what’s new in your business.
Elevate the conversational experience with WhatsApp Business. Conversational AI uses WhatsApp Business to makes interacting with customers easier by providing tools to automate, sort and quickly respond to messages.
Several customers use WhatsApp-Conversational AI already with millions of interactions. There are hundreds of transactional use cases such as bill download, balance recharge, real-time flight information, and more.
Cognitive Contact Center
Call Center represents one of the channels with the highest number of interactions with customers and is estimated to be the preferred channel for customer service in the coming years. Operation E in Call Center is one of the biggest expenses, even with a decreasing trend driven by operational improvements.
Adding a Virtual Agent to the Call Center, you can transform it into a Cognitive Contact Center and make your channel more efficient, reliable and resilient.
Facebook Messenger
According to Facebook, “more than 20 billion messages are sent between people and businesses every month by Messenger.” With Conversational AI you can automatize most of the customer’s queries from Messenger, saving your team time to answer repeatedly the same questions and offering a better experience for your customer.
Web
Users constantly have doubts about a service or purchase process or need support from the website. Having a webchat with Conversational AI as a customer support tool will solve their doubts instantly, without having to resort to another channel, and will positively influence the shopping experience, customer loyalty and business sales.
In fact, Forrester says that site visitors who use webchat are 2.8 times more likely to finish their purchase than those who don’t.
Google Home
This revolutionary channel is a native place for virtual assistants. You are probably wondering how to use these small devices for your business; here we explain some of the benefits.
Microsoft Teams
Having Conversational AI in Microsoft Teams is a powerful workspace tool for your employees. In a centralized place, they will be able to ask a virtual assistant about valuable information about the company, inquire about its benefits and obtain support from the technical area and much more.
App Chat
Having Conversational AI as a virtual assistant within the app will allow users to have quick assistance in case they need it, without jumping to any other channel. You can also identify your customers to proactively deliver personalized sales and, in this way, increase loyalty in the use of the app and the business.
