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How To Reduce Call Volumes In 30 Minutes Using Contact Centre AI

April 16, 2020

Last week we ran a webinar in which we built an AI platform from scratch that reduced call volumes whilst improving customer experience, all in 30 minutes.

Innovation in the world of contact centres often feels out of reach or unrealistic. Contact centre owners have lost faith; they see investing in innovation as a high-stakes project only possible for the largest contact centres. However, the need is dire: agents waste so much time on repetitive, low-value tasks like authenticating the customer and trying to understand why they’re calling. For contact centres of all sizes, human agents are the most valuable resource; they need to be allowed to focus on creating value and solving complex problems. Stripping away low-value activities from the agent is key to preventing bloated interaction times and unnecessary transfers for customers. This way, customer experience can be revolutionised as an impact of boosted operational efficiency.

The powerful AI platform we built in our webinar was able to greet the caller, ask them why they were calling, understand the intent given and match questions: this all with a view to starting to manage call volumes more effectively.

To manage call volumes, you then could:

  • create a more accurate routing experience to reduce transfers;
  • relay the customers some simple information;
  • fully automate a transaction; or at the very least
  • verify the customer, capture some basic information and pass that on to the agent, allowing them to conduct a more succinct conversation.

In our webinar demo we show how new technologies from Google and Twilio can be your key to unlocking better customer service on the voice channel.

To skip straight to Tom Mullen’s demo, go to 6:09.



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