February 17, 2025
Nowadays customer expectations are higher than ever. Customers demand quick, accurate, and personalized responses to their queries. For CX managers and contact center managers, meeting these expectations can be a daunting task. However, using the new capabilities that agentic AI brings, organizations can now deliver faster, more consistent, and efficient services.
Let's explore how agentic AI can transform customer experience in your contact center.
No more long waiting queues
One of the most significant advantages of agentic AI is its ability to handle calls automatically, allowing for a higher rate of self-service for customers. AI can quickly recognize when to route calls to human agents, ensuring that customers receive the assistance they need without unnecessary delays.
Get to the right person first time
Agentic AI can intelligently route calls based on the context of the customer's query. By directing customers to the right agent who can best address their needs, AI ensures that customers receive timely and relevant assistance. This targeted approach reduces the frustration of customers being transferred multiple times.
Provide a consistent high quality service
AI assistants can help human agents by auto-completing messages, providing knowledge assistance from manuals, support documents, or FAQs, and recommending the best next actions. This ensures that customers receive consistent and accurate information, regardless of which agent they interact with. Consistency in service builds trust and reliability, key components of a positive customer experience.
Handle the calls faster and more efficient
Automation of specific tasks can offload work from human agents, reducing average handling time (AHT) and allowing agents to focus on more complex issues. With better access to information and knowledge, agents can answer customer questions more effectively and efficiently. This not only improves the accuracy of responses but also speeds up the resolution process.
Individual personal approach
Agentic AI enables agents to provide personalized services by equipping them with relevant customer information. By understanding the customer's history and preferences, agents can tailor their responses to meet individual needs. Personalization makes customers feel valued and understood, enhancing their overall experience.
No need to repeat yourself
When a customer needs to be transferred from self-service to a human agent, AI can provide context and a summary of the conversation. This ensures that agents are well-informed and customers do not need to repeat themselves. Seamless transfers contribute to a smoother and more efficient customer journey.
Happier Agents, Happier Customers
AI supports agents by making their work environment more autonomous and less stressful. By assisting with routine tasks and providing valuable insights, AI allows agents to focus on more meaningful interactions. A better work environment leads to happier agents, which in turn reflects positively on customer interactions.
Opportunities to go beyond initial requests
Based on the context of conversations, AI can proactively spot new deals or discounts that may interest customers. It can help agents find the best deals and suggest additional products or services that would be appropriate for the customer. Proactive engagement not only enhances the customer experience but also opens up opportunities for upselling and cross-selling.
Impact on Key Performance Metrics
The implementation of agentic AI in contact centers can lead to significant improvements in key performance metrics:
- Higher First Call Resolution (FCR) Rates: With AI's ability to provide accurate and timely information, customers' issues can be resolved more efficiently, leading to higher FCR rates.
- Better Net Promoter Scores (NPS): Customers are more likely to recommend organizations that provide excellent service. By enhancing the customer experience, AI can contribute to better NPS scores.
- Improved Customer Satisfaction (CSAT) Scores: Faster and more personalized resolutions lead to greater customer satisfaction. Happy customers are more likely to return and remain loyal to the brand.
Conclusion
As a customer, you want to be delighted with the service you receive. You want to feel that agents are exceeding your expectations and delivering a service that is better than expected. Agentic AI can help achieve this by improving various aspects of the customer journey. From intelligent routing and faster response times to personalized services and proactive engagement, AI can transform the way contact centers operate.
CX managers and contact center managers can leverage agentic AI to create a more efficient, accurate, and personalized customer experience. This not only leads to happier customers but also contributes to better performance metrics and a more positive work environment for agents. Embracing AI is not just about keeping up with technological advancements; it's about exceeding customer expectations and delivering exceptional service that leaves a lasting impression.
