August 30, 2024
Does your Teams-based contact center solution provide your agents with real-time AI actions and insights in calls? We do. Being all-in on Microsoft UC technology our solutions are natively integrated on each level – Connect, Extend and Power. This gives us the unique advantage of direct access to the Teams audio stream.
Read on to learn how you can turn calls into greater experiences for both agents and customers. And get excited about the real-time value that (generative) AI and automation can deliver to:
- make agents more effective
- give managers deeper insights
- and serve customers better
1. Transcribe Speech to Text
Although call transcription may not be the hottest thing you can do with generative AI, it is the first step to unlock its full potential. Without it you can’t do most of the scenarios below. In that sense, call transcription is pivotal for the future of customer support and CX. Now, let’s delve into where the gold is.
2. Replace IVR with AI Intent Recognition
We’ve all been in IVR menus that felt like Russian Roulette. Picking the wrong number can not only lead to a bad experience for the customer, but can also impact the productivity of reps, leaking cost effectiveness.
Instead of giving customers a standard IVR, Anywhere365 is built for voice bots. Integrate with your CRM to inform the bot who’s calling. Bring in AI and Natural Language Understanding to let the bot understand why they’re calling. Recognizing caller intent, categorizing the call and selecting the best fitted agent (groups) is key to a great experience and communication effectiveness. Your customers and board will thank you.
3. Automate Simple Things
We believe that AI is here to automate the simple things and administrative tasks. It can do what needs to be done – your customer service laundry – at scale. Information lookups, call classifications, summarizations… So that agents can spend more time doing what they love: adding their personal value in dialogues and fixing complex needs.
While conversational voice bots grab intent, generative AI and our Dialogue Studio can automate the next steps. Route calls to your VIP skill group, store call data directly into your CRM or schedule queued callbacks. Anywhere365 Dialogue Studio is a powerful low code environment where you can build any communication flows. It connects with anything that has an API, serving limitless options to enable agents and make customers happier.
4. AI Knowledge Lookups Instead of Toggling Tabs
When sitting down with agents on duty, we saw that the single-screen agent experience is not as obvious as it should be. Many often them have too many windows open: CRM, CCaaS environment, Teams for internal chat, but also 10+ tabs for information lookups. Time to change that!
We let AI be your agent’s best friend and hero. Our Deepdesk AI solution uses that call transcript to analyze the conversation and initiate knowledge lookups. From anywhere: intranet, internal knowledge bases, website or any other source. No more toggling tabs, AI helps agents to provide customers with faster, accurate and contextually relevant answers from a single screen.
5. Realtime Sentiment Analysis For More SLA Control
Why wait until end of the week or day to see your contact center SLA performance and customer happiness reports? With our AI-based sentiment analytics we give managers and supervisors immediate insights in CX performance.
We combine any LLMs with Machine Learning and Natural Language Understanding to track SLAs and operator csat scores. And take it even a step further. Turn sentiment insights into realtime control. Listening in to moments of truth or even take over from the agent if needed.
6. Full Circle Call Summarization For Less Repetition
There’s a fundamental problem with how summarization is often used and we’ve fixed it. Summaries follow the customer, not the agent.
We believe that real insight only comes when you understand the full customer experience – not a quilt of disperse conversations. That’s why we let AI summarize the entire call, including transfers - so that customers don’t have to repeat themselves. Afraid that AI will hallucinate? We ensure that agents can control the summary during call classification, to keep data accurate and uniform.
7. Recent Summaries For Swift Service
Do you recognize this? You’ve had a chat conversation with your energy provider about your contract. You agreed to receive an email to confirm what’s been discussed. 2 days later, you still haven’t received the email and you decide to ring them up. You’re not looking forward to having to explain yourself again. And you shouldn’t have to.
Did you know we let all call summaries travel with the customer? It makes all the difference. Your AI voice bots and agents can hit the ground running on that call two days later. Our Dialogue Studio can push the most recent summary and action points even before anyone answers the call. Now, that’s a basis for immediate and tailored service.
8. AI-based Trends Finder
Lastly, our AI and automation solutions don’t just help you with realtime value on a call. Let’s close this article by showing you how they can help create long-term improvements as well.
All summaries can be stored and used to gather insights, within regulatory boundaries. Based on sentiment cohorts and other SLA-data, AI can zoom in on specific calls or pick up trends from aggregated summary reports to suggest improvements: shifting agents between skill groups, which marketing campaign types create more service demand, which services your customers love best and more.
Interested In All This Value?
Do you want to spend more time developing that exceptional customer experience? Use Deepdesk AI solutions and Dialogue Studio to bring direct value into every call, automate simple tasks, influence decision-making, and increase control over your CX initiatives. We’d be happy to show you around in a demo call!
