The Transformational Value of Conversational AI for Customer Service
Customer queries are getting more complex. Agents and self-service systems need to have conversations with customers to resolve their issues and provide advice. This would mean asking the next best question and performing the next best action, based on historical and real-time context, situational knowhow, and compliance requirements—which would require agents to have a 20-pound brain!
Contact centers have attempted to address this through non-stop training, something today’s millennial and Gen Z agents despise. But, stay-at-home orders from COVID-19 have made training and collaboration very difficult.
The answer lies in leveraging conversational AI and knowledge to guide agents and self-service systems through their dialog with the customer. Conversational AI enables contact centers to scale effective, efficient, and compliant customer service and sales across in-house, gig, and outsourced agents, a real challenge amid the COVID-19 crisis.
When done right, conversational AI can transform customer service. This article has some best practices for success.
Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm, where technologies go to die if they don’t gain traction among mainstream buyers, and Gartner talks about the “trough of disillusionment” in their hype cycle, where many technologies perish or take years to get out of, if at all. Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI…
Virtual Assistant deployment tips
Trick question: Who work 24×7, engage customers and answer questions in a smart and fun way, give website tours, show relevant web pages, and never call in sick?
Answer: Virtual assistants (VAs).
Also called chatbots, avatars, and concierges, VAs help businesses “wow” customers with distinctive self-service, increase brand equity, and cut costs. eGain’s award-winning virtual assistants are even multilingual and, unlike other alternatives, integrate with human-assisted interaction channels for a seamless customer journey! As a pioneer in this domain, eGain has compiled best practices in VA deployment over the years. Here are some popular virtual assistant deployment tips.
AI in our lives and in customer engagement
Hear how embedded Artificial Intelligence is in our lives.
Using AI to personalize knowledge for novice and expert agents alike
Whether your agents come in sober or hungover, Artificial Intelligence, combined with knowledge, can make them deliver customer service, as effectively as the best agent! Linda Yeardley narrates this hilarious incident from the field.
CUSTOMER SUCCESS | Real-world stories of how knowledge & AI enhance customer service and agent experiences
This organization is the tax authority of one of the major economies in Europe. It runs what is possibly the largest virtual contact center in the world with 22,000 staff and handles 70% of the national government’s transactions. In 2014/15 alone, they handled 50 M calls, 16 M inbound letters, 220 M outbound letters and 1,040 M online transactions. Ambitiously, the organization aims to become “one of the most digitally advanced tax authorities in the world” while reducing costs by 15%. Read how eGain’s digital customer engagement solutions, powered by AI-enabled knowledge, helped achieve the goals.
“We hope you find this interesting. It’s the story of our journey of knowledge transformation with eGain in EE.” – Head of Customer Technology and Innovation, Everything Everywhere (a division of BT Group)
MANUFACTURING Leading Manufacturer of Doors and Windows Designs Exceptional Customer and Agent Experiences With eGain Knowledge
The century old manufacturer of windows and patio doors has a product lineup that runs into several thousand items. Getting agents trained on them took years. The company realized that eGain’s AI case-based reasoning capability was essential for solving issues related to its multiple vintage products. The case study shows the innovations the company used to overcome its problems and provide the right spare parts and an experience that delighted customers.
FINANCIAL SERVICES Knowledge base success: Barclays ABSA story
The bank had a simple goal: To become the #1 bank in customer satisfaction surveys in 18 months, even as it completed its expansion across 11 countries within a year. But how was it going to operationalize the customer service transformation when 80% of its staff were new and inexperienced? How could it make any agent any call a reality? That, too, in 18 months? The answer lay in eGain AI and knowledge base.