Overview
Agents are the face of your brand. Human-led support remains indispensable, with over two-thirds of customer interactions relying on it. This is why, in a recent study, over 88% of CX managers prioritize agent assisted tools that include AI as a top investment.
Join this webinar and learn how AI can help agents humanize and personalize the customer experience in unexpected ways such as cultivating empathy and personalizing a service as well as improving their productivity in the process. We’ll explore 6 ways that organizations are successfully making use of AI to optimize both the customer and agent experience, including:
- Analyzing agent soft-skills objectively and consistently that influence customer satisfaction
- Providing real-time coaching and context for agents to excel
- Streamlining manual tasks, such as notetaking, with automation
- Identifying the root cause of process and product-related issues that impact agent performance
The Changing Role of AI in CX
AI is the top strategic priority technology investment within the next year for fueling long-term business growth. According to Aberdeen, 59% of leaders cite that AI improves their ability to use data more intelligently in customer interactions.
Redefining Success: The Impact of Soft Skills and AI on Contact Center Performance
CX leaders need hard data that shows the connection between capable, empathic agents and a stellar customer experience in order to make a strong business case for AI in the contact center.
The State of AI in the Contact Center Research Report
How AI is used in contact centers is changing at incredible speed, and these changes require contact center leaders to understand how these tools and capabilities can help optimize productivity, costs, and both the customer and agent experiences.