Artificial Intelligence for Contact Center
Optimising Customer Service with Artificial Intelligence for Contact Centres
With the support of Artificial Intelligence, you can cut customer service costs by up to 50% compared to conventional methods, which is a significant efficiency in the midst of the current economic pressure. In addition, AI systems enable faster and more responsive customer service, thereby increasing overall customer satisfaction.
AI Can Provide Fast, Accurate and Efficient Solutions
AI can be defined as the simulation of human intelligence in machines programmed to think like humans and mimic their actions. In the world of contact centres, agents are required to be able to solve every customer problem with accuracy and speed in providing solutions without forgetting customer satisfaction. To find solutions to problems in a short time, agents have limited ability to find detailed solutions. Artificial Intelligence is a revolution that can improve the ability of contact centre staff to manage knowledge in order to provide the right solutions to customers while still being able to save contact centre costs.
Customer Contact Management System (CCMS)
Managing communication between the Company and your customers
Providing integration between the telecommunications system and the information system you use
Communication between customers and CCMS can be in the form of voice or chat.
AI in Contact Centers
In contact centre technology, AI can be a powerful breakthrough. Artificial intelligence can improve customer service performance in the form of chatbots that enable customers to obtain information or assistance in the form of text automatically.
Using AI Speech Processing also allows customers to speak to an automated machine so that customers can communicate with the system using their voice, just like communicating with a human being. This capability is clearly far superior to IVR, which has been used in customer service systems due to IVR’s limitations in the information it provides and also its limitations in interaction, as customers have to press keypad buttons, which is more difficult to do in an era where customers use mobile phones like today.
The most significant advantage of AI is its ability to recognise and learn customer profiles. The machine learning capabilities of AI can be utilised to better recognise customer profiles, thereby providing more tailored services to each customer.
Tel-Access Artificial Intelligent for CCMS
Tel-Access SMART CCMS is AI technology applied to contact centre management systems to support companies’ performance in providing quick, accurate solutions to every question or problem that arises, without compromising customer satisfaction.
By utilising chatbots or live agents equipped with Speech Processing systems, every incoming text and call containing customer complaints will be recorded in the helpdesk/CCMS system and subsequently connected to the Tel-Access moffas system (a workflow for assigning and reporting agent tasks in the field).
The system will be able to communicate with customers using natural language so that customers can obtain the necessary information either through text or voice.
If necessary, Tel-Access SMART CCMS can also learn customer characteristics so that it can provide better service according to each customer’s profile.
Benefit Tel-Access Artificial Intelligent for CCMS
- – VoiceBots and ChatBots can serve customers 24 hours a day, thereby reducing the workload of staff agents. AI can find solutions to problems quickly.
A- I have a wealth of detailed case data, whereas humans have limited capacity to store large amounts of historical information.
– The added value of using AI lies in its knowledge-based system, where AI can be trained at any time to answer customer questions/problems, thereby improving its ability to serve customers every day.
– Tel-Access SMART CCMS is connected to voice and chat, so information requested via call can also be accessed via chat.
– With Tel-Access AI, every complaint received via call or chat is immediately recorded in the helpdesk and connected to the Moffas workflow system.
Multimedia AI Contact Center
AI in Kioskbot
KioskBot is a computer system application used as a tool to convey information, provide customer service, process orders and purchases, promote products, issue tickets, and so on. As for its use, customers who need information can communicate via voice with a virtual agent on a digital screen and ask for detailed information about what they need. For critical questions, customers can be connected to an agent via video, so that agents in a centralised location can serve many customers in various locations.
The use of AI in KioskBot itself enables virtual agents to recognise the language, sentences and meaning of questions from customers conveyed through voice. In addition, all information from virtual agents will be conveyed through voice mode and display on the screen, making it easier and clearer to convey information to customers.
The added value of using AI in KioskBot is knowledge-based, where AI can analyse input based on various customer answers/questions to determine the answer to the customer’s question.
Examples of AI usage for KioskBot:
– Customer Service
– Help desk
– Complaint Handling
– Banking Services
– Sales Information
– Digital restaurant menus.
– And others
Benefit AI for Kioskbot
The main benefits of AI for KioskBot include:
1. It is clearly beneficial for the company itself as it can reduce resource costs within the company.
2. It limits interaction with touch screens in public areas during the COVID-19 pandemic.
3. KioskBot never gets tired and can work 24 hours a day without overtime pay.
4. KioskBot can collect information/data about your customers’ behaviour.
5. Low maintenance, never gets sick, does not require insurance, does not require employment contributions, etc.
6. If human services are required for critical matters, they can connect with an agent via video conference.